In the year 2000, during the Analogue era, customer behavior shifted from face-to-face interactions to the use of telephone systems. By 2007, we welcomed the Digital era, where customers had multiple channels to reach brands, leading to the rise of the Omnichannel trend—integrating all customer touchpoints, both offline and online, to deliver a seamless experience. Now it’s 2025. AI technology is ushering in a new era of rapidly evolving customer expectations, more profound and faster than any previous tools. Customers demand speed, precision, and highly personalized service. This forces us to rethink what “good service” means and how we...