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Maroc Maroc - IT-ONLINE.CO.ZA - A La Une - 02/Apr 09:27

Customer service organisations to double tech spend by 2028

By 2028, over 50% of customer service organisations will double their technology spend, without an equivalent reduction in talent, according to Gartner. Despite mounting pressure to use AI to cut labor costs, organizations cannot rely on automation alone to replace the customer service workforce. Those that attempt rapid headcount reduction risk operational disruption, degraded customer […]

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