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CX Today's Charlie Mitchell hosts Julian Hertzog, Head of Sales at babelforce.

We break down the forces shaping customer experience, which Julian spoke of during his prize-winning Service Summit's Masterclass.

These include:

• Market Pressure 
• Increasing Consumer Expectations 
• Increasing Complexity in CX & Developer Shortages 
• The "Agent Crunch" 
• AI Innovation and Hype 

For more from babelforce, visit: www.babelforce.com