In today's automation-driven customer service landscape, businesses face backlash from consumers seeking genuine human interaction.

Over-reliance on AI chatbots, particularly in B2C sectors like airlines, banks, and telecoms, has degraded customer experience, leading to widespread dissatisfaction.

Mike discusses this issue with Sue Barrett, Sales & Communication Specialist, who emphasises the need for businesses to prioritise human-centered customer service, especially during crises.

By focusing on clarity, consistency, and communication, companies can enhance customer satisfaction, build loyalty, and ensure long-term success.

It’s time to bring back the human touch in customer service, says Ms Barrett.

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