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Summary: In this episode of the Punk CX podcast, Adrian Swinscoe interviews David Powers, an author, podcast host, CXO, and true punk. They discuss the biggest changes in the customer service and contact center industry over the last 25 years, including the shift to digital and remote work. David also highlights the challenges the industry is facing, such as declining customer satisfaction and high turnover rates. He believes that focusing on employee experience is the key to improving customer experience, and encourages companies to bridge the gap between rhetoric and action. David emphasizes the opportunity for companies to stand out by delivering excellent service and meeting rising customer expectations.
Key Points:
The biggest changes in the customer service industry in the last 25 years include the shift to digital and remote work.
Voice remains the majority channel in customer service, but other channels such as chat have been g...
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