Good article from McKinsey about automating customer service with IT. Some key takeaways: make pilots, do field tests, don’t over-plan or over-build, and try to change processes and mindsets in conjunction with the technology roll out. These are common recommendations in consultant circles, but it illustrates with some good and original examples. Plus here is a new one (for me): new applications allow for full-scale simulations of business process changes. Cool stuff that might warrant some additional research.