Over the past 20 years customer self-service has changed dramatically from basic touch-tone IVR to intelligent-speech IVR, email, web, SMS, chat, mobile web, social and smart phone application channels. As an industry we should expect as much, if not more change over the next 20 years. Jonathan will reflect on the last 20 years of self-service advancements and also predict some of the changes we'll likely see in the next 20 years.