Traditionally, customer service was seen as a functional cog within a company’s machinery.This view has been steadily changing over the past years. Far from mere cost centers, customer service departments are becoming the new drivers of revenue both through upselling and cross selling, but also by building customer relationships, strengthening brand loyalty, and increasing customer satisfaction scores.
Another major change in the business landscape has been the shift towards experiences. The customer experience has become a focal point across industries, with every sector defining what experience means to them as a part of their customer journey

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