Customer service has changed. Thirty years ago, for example, service was personal and familiar and when issues arose, they were typically handled face to face with a local manager.
Now, global corporations have millions of customers. By using customer service experts and the latest technology, these companies were able to focus on dealing with their bread-and-butter business. The thinking was that by refocusing in this way, productivity and innovation would increase, enabling organisations to bring new products to market more quickly.