Reinventing Customer Service: How post-pandemic service teams are using Slack to reshape the discipline

Five themes dominate the new world of work

To understand what the new world might look like, we talked to business leaders across disciplines, industries and countries about what comes next. Five big themes emerged (explored in our ebook “Reinventing Work”)—and they apply to just about every organisation:

•  Employee engagement is breaking free from the 9-to-5 mindset
• Culture and alignment are the next source of competitive advantage
• A new ecosystem economy demands a new partner playbook
• Customer-led disruption is forcing rapid CX convergence
• The winners are accelerating work through automation

 In this guide, we’ll look at what these themes mean for service leaders and show how customer service teams around the world are helping their organisations meet new challenges with Slack