We have all witnessed the shape-shifting of customer service. ■ Buy online with curbside pickup. ■ Contact-free delivery. ■ More apps, more chatbots, and less human interaction. $7.4T And as a result, more customer friction and frustration as Global retail sales are set to most of us—especially older generations—are forced to reach $7.4 trillion by 2025. interact in new ways, replacing in-person conversations with digital self-service. At the same time, digital natives (Millennials) and digital immigrants (Gen Z) expect frictionless and personalized experiences because great brands have already taught them that it’s possible. Contact Center Predictions for 2023 and Beyond 15