The freelancer or contractor economy has risen with great might and has started to influence the overall customer experience in different ways. From the way it limits the delivery of excellent customer experience, to how it creates new and vital opportunities. In essence, there are both good and bad sides to this change. However, one thing remains the same: The customers don't care about who's doing the actual work for you – they only care about the outcome for them. And they are right to think like that!

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