In this conversation, Tony and Adriana discuss the evolvinglandscape of customer service, particularly in the wake of COVID-19.

They explore the importance of valuing customer experiences, the need for effective communication, and the role of accountability in servicedelivery.

Adriana emphasises the necessity of empowering staff toresolve issues and the impact of exceptional customer service on loyalty.

They also touch on the motivations behind customer choicesand propose solutions to the current crisis in customer service, highlighting the importance of empathy and connection in interactions.

The discussion concludes with a look at the future ofcustomer service in the age of AI.