The Future of Customer Care: Balancing AI and Personalization

Customer care leaders find themselves at a crossroads, facing the dual challenge of preparing their organizations for an AI-enabled future while meeting commercial targets and ever-rising customer expectations. As technology reshapes the landscape, traditional call centres are giving way to digitally enabled models. However, persistent challenges—such as call volume spikes, employee attrition, and talent shortages—remain.

In this dynamic environment, customer care leaders must recalibrate their priorities, emphasizing not only customer experience but also revenue goals and technology transformation.

This article from McKinsey & Co explores how organizations can navigate this delicate balance, ensuring efficient, personalised service in an evolving world of customer care.

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