BEYOND DIGITAL
From self-service options to the implementation of Artificial Intelligence – we reveal the latest trends shaping the future of customer service.
Leadership styles change over time – this can be said with certainty. In the 1980s, for example, the focus was on optimization through lean processes. The 1990s were dominated by CEOs with strong sales and marketing backgrounds, which was particularly evident in the then rapidly developing telecommunications industry. Growth and investments were the main focus. This was followed by the need for consolidation and streamlining, so that the controllers took over from 2000 onwards.
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