In 2026, exceptional customer service isn’t defined by technology alone. While speed, AI and automation have reset expectations, they are now simply the baseline. What truly differentiates organisations is their ability to respond with emotional intelligence, confidence and consistency across every channel.
As customer conversations become more complex and emotionally charged, the human element matters more than ever. Customers still want to feel heard, understood and valued — and that requires well-developed people, not just well-designed systems.
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