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"Customer service will be revamped to include 'huddle groups,' which will initiate more proactive outbound interactions through messaging platforms. As a result, customer service will likely become a profit center. Application leaders must investigate how to realize this future in their organization."
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Source: Gartner, Predicts 2021 CRM Customer Service and Support, Brian Manusama, Nadine LeBlanc, Philip Jenkins, Pri Rathnayake, Jim Davies, Jim Robinson, December 1, 2020
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