https://www.theguardian.com/the-business-of-customer-service/2021/jan/26/if-firms-arent-agile-theyll-be-left-behind-five-ways-customer-service-has-changed-forever

After a year of digital disruption, customers are clear about what they value. How do you get people raving about your business?

In a year of rapid change for businesses, the ability to adapt to new ways has quickly become the key to success – and customer service has proved to be one of the biggest areas for change. While good customer service has always been vital, in times of uncertainty, flux and complexity, it is critical.