Every month, we take a moment to sit down with our CEO, Marko Dubočanin, and ask him one simple question.
The goal? To openly share how we think about the future of our industry, our company, and the relationships we build with our clients.
This series isn’t about long speeches or corporate reports. It’s a chance to pause, reflect on where we are and where we’re headed, and share that thinking with everyone around us: our clients, our partners, and our team.
We’re starting with a question that feels more relevant than ever:
“What does the future of customer support look like?”
A good part of our company is already thinking about what the future of customer experience will look like.
I’m a customer myself. I browse websites, I buy products, I ask for customer support. Especially when it comes to luxury products or services that require consultation, I expect more. There’s so much marketing material online, and everyone’s trying to sell me something. In order to choose, I need one thing: trust.
Now, let’s talk about the future of customer experience.
The more content companies put online, the more likely it is that customers will start ignoring it. With AI able to endlessly replicate videos and images, we’ll crave something real. Something human.
That’s why I believe people will start gravitating toward live, face-to-face interactions.
When you’re making an important purchase or taking a service, you’ll want to speak with someone who’s not just available but who knows.
Knows the product. Knows the industry. Knows what matters to you.
Generic, outsourced customer support from massive offices across the globe won’t cut it anymore. AI will replace that faster than we think. But here’s what will survive and thrive:
- A boutique, specialized, localized approach.
- Service that speaks your language — and your culture.
Not just “32 languages,” but someone who knows your local jokes, your favorite TV shows, and yes, even your sarcasm. That’s the future of customer experience.
Not broader but deeper. Not louder but Smarter.
And it’s where we’re heading. Raising the bar through high-quality, local-first, video-powered support.
