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that means building bigger and better simulations.

Digital Engagement Becomes the Norm - The pandemic sent an increasing number of customers to digital channels.The share of service decision makers who report using AI has increased by 88% since 2020.

Shared view of the customer is key to ensure speed.81% of decision makers say theyre making significant investments in training -- up from 79% in 2020 and 77% in 2018.and 83% expect to resolve complex problems through one person.

Service professionals report an average turnover rate of 19% over the past year.  Customer Service key performance indicators (KPIs) Connection is the heart of serviceTREND 1 - Customer service differentiation with empathy.

The biggest competitive advantage in todays economy.

The key to service agent retention is a hybrid work model Another interesting findings of the report was a spotlight on an important role for businesses: the chief customer officer.book review: Temperature rising.

as the model for robotsExponential.Work Without the Worker: Labour in the Age of Platform Capitalism • By Phil Jones • Verso • 144 pages • ISBN: 978-1-83976-043-3 • £10.

and the technology that will help businesses adapt.what then? Jones chooses optimism: we will have to imagine a new world for ourselves.