"Will Customer Service Be Uberized?" The Future of CX in a Software-Defined World скачать в хорошем качестве

"Will Customer Service Be Uberized?" The Future of CX in a Software-Defined World

What happens when products disappear and become software? What happens to customer service when there is no physical product anymore? In this provocative keynote, digital pioneer Robert Tercek explains why dematerialization—the transformation of physical products into software-driven services—is reshaping every industry, from media and transportation to customer experience and call centers. Using Uber as a masterclass in digital disruption, Tercek breaks down how software, data, mobile platforms, and AI are redefining customer expectations. He explores why customer service becomes the primary brand touchpoint when products turn into services—and why companies that fail to adapt risk becoming invisible. You’ll learn: • Why “vaporization” is the defining business trend of the digital economy • How Uber reimagined customer experience through data, platforms, and ecosystems • What “on-demand,” “instant gratification,” and predictive services mean for CX teams • How proprietary data becomes your most valuable customer service asset • Why every company must evolve into a software platform, not just a product business • How AI, automation, and algorithmic management are reshaping service roles • What it really means when whatever can be automated, will be If you work in customer service, CX, digital transformation, business strategy, or technology leadership, this talk will challenge how you think about products, platforms, and the future of work. 👉 The takeaway: Customer service isn’t being disrupted—it’s being uberized. #CustomerExperience, #CustomerService, #DigitalTransformation, #Uberization, #PlatformEconomy, #OnDemandEconomy, #AIinCX, #BusinessInnovation, #FutureOfWork, #ServiceDesign, #TechLeadership, #SoftwareDefined, #CXStrategy