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"It’s amazing how quickly things are moving in the customer service space: new channels (e.g. chat & bots), new behavior (e.g. a preference for text, venting on Twitter) and new players (e.g. Facebook and Salesforce). It’s a challenge to understand how these changes will work together to reshape the industry. New terminology can help our thought process, if we all agree on the meaning. Conversely, ambiguity about words like “digital” or “chat” or “call” makes the navigation harder ..."
