00:00 - Intro 3:37 - Executive Priorities in 2024 - 2025 6:45 - Structuring the Experience is Hard 10:47 - The World Has Changed For Customers 13:37 - Demand for Self-Service is Increasing 16:31 - Why Customers Abandon Self-Service 17:58 - Empower the Self-Directed Customer 21:56 - Satisfaction with Self-Service 28:14 - Customer Preferences Differ by Age