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Mindset shifts that redefine customer service: Michael Hutchison, Head of TME & Customer Experience

Media article | 1 min read

November 18, 2025

Mindset shifts that redefine customer service: Michael Hutchison, Head of TME & Customer Experience

Published in: CMS Wire | November 18, 2025

In his latest article, Michael Hutchison, Head of TME & Customer Experience of eClerx, outlines how teams can resolve issues faster and deliver stronger customer experiences every day.

Michael highlights three core priorities shaping modern customer service and customer experience management: proactive resolution, where friction is detected and addressed before customers ever feel it; intelligent automation paired with human expertise, enabling routine tasks to be automated so agents can focus on high-value interactions; and experience tied to outcomes, ensuring every customer touchpoint becomes an opportunity to learn and improve.

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