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In 2024, customer service is set to transform with the rise of advanced chatbots and user-driven automation. Amidst the technological progress, the authenticity of human-to-human interaction stands out. The industry pivots toward support-driven growth, emphasizing strategies that value the human touch.
It is expected that the new standard will pay more attention to digitalization and the use of new technologies such as artificial intelligence (AI), IoT (Internet of Things), and big data, to improve process and product quality. Sustainability remains a hot topic, also in 2024.
As the world continues to evolve, so do the tools and strategies used to manage quality. From AI-driven automation to data-driven insights, several emerging trends will shape the future of quality management in the coming years.
In the future, service providers will need to prioritize sustainability, reduce carbon footprints, promote diversity and inclusion, and contribute to social causes. Companies that demonstrate a genuine commitment to sustainability and ethics will gain a competitive edge and earn the trust and loyalty of customers.
How to Improve Customer Service Understand customer needs. Seek and promote customer feedback. Set and communicate clear service standards. Delight your customers by exceeding their expectations. Capture and share examples of great service. Create easy and effortless customer service. Personalise your customer service.

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The future of quality management systems is undeniably intertwined with technological advancements. The integration of AI, ML, IoT, cloud computing, and blockchain brings unprecedented opportunities for organizations to enhance the effectiveness and efficiency of their QMS.
Quality 4.0 is a term that references the future of quality and organizational excellence within the context of Industry 4.0 needs and performance expectations. Quality professionals can play a vital role in leading their organizations to apply proven quality disciplines to new, digital, and disruptive technologies.
In many industries quality excellence has become a standard for doing business. Companies that do not meet this standard simply will not survive. The term used for todays new concept of quality is total quality management or TQM.

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