194: Dial "0" for Customer Care.

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In this episode, host Bidemi Ologunde discussed ongoing changes in the customer service landscape and the consequences for the retail, travel, and hospitality industries.

Timestamps
Part 1 – "Chat bots have checked into a hotel near you." (1:33)
Part 2: "They refunded him for missed expenses and also gave him a travel voucher." (6:02)
Part 3:  "Calm down and allow me some time to work." (13:04)
Part 4: "They are more likely to deliver service with a smile you can hear over the phone." (20:47)
Part 5: "Then they realized that ringing up groceries was a lot more complicated." (25:37)
Part 6:  "They think voice calls are unscalable, inefficient, and expensive." (31:00)

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