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Do You Know the Story of the Mechanical Turk?
More than 200 years ago, someone created a "machine" that could play chess against the best in Europe. It's one of the first examples of automation, but the story brings with it an important lesson about today's self-service strategies.
Automation and self-service are becoming technical priorities for companies looking for efficiency and consumers looking for convenience. But without a proverbial "man behind the curtain," particularly one that's engaged and empowered, automation may be nothing but an elaborate customer hoax.
Watch my latest "Peppers Unplugged" video to learn more how an idea from 1769 still rings true today.
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