ISS 2020 Vision Future of Service Management | Page 58

Physical
Office
Pop-up shops
Kiosk
Store
Publications
Service desk
Conferences
or events
Signage
Self-service terminal
Dynamic
Meetings
Word of mouth
Telephone
Fixed
Blogs
Email
Social media
Virtual reality
Television
Mailing list
Radio
Web adverts
Website
AI chatbots
Mobile application
Virtual
Figure 23: A simplified overview of the range and variation in touch points (Source: Gogia, S, 2013, Ørnbo et al, 2008 Modified by CIFS, 2016)
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