At this year’s ExCom 2016 event, one of the most intriguing and thought-provoking sessions came from Esteban Kolsky, former Gartner analyst and one of the most respected thought leaders focusing on customer service. Kolsky, who also is the founder of ThinkJar Research, presented on why he feels the customer service fucntion, as we know it today, will be gone in ten years. Below is an edited transcript taken from his presentation. To see the entire presentation, click on the YouTube video below.