Reference no: EM133152603

For this project, it is important to fully understand what drives customers increasingly to shop, pay, return merchandise on their own terms, without having to engage with a representative of the company. It starts with technology advancing rapidly to be able to make the customer journey as seamless as possible. This makes it challenging for businesses to insert themselves in the purchase decision.

While we already have self-serve drink stations and self-check-out stations at grocery stores, see how another country has taken this start-to-finish process: "New Retail - Inside China's Unmanned Stores" https://www.youtube.com/watch?v=1gFKDweZ_jM

Answer the following questions in your own words and based on your own independent online research.

1. After viewing the video, research and describe two other companies or businesses that are reducing the presence of Customer Service Representatives as part of their business operations.

2. What do you think influenced their decision to make these changes?

3. Do you think these changes will enhance the customer experience? Explain why or why not.

4. What are some challenges that these companies could face as a result of reduced CSR presence?

5. Lastly, explain how this trend impacts the training of CSRs