This research-based ebook analyzes how customer service teams across Asia navigated rapid disruption and rising complexity. Based on a large regional survey, it highlights challenges such as increased inquiry volumes, remote work, fragmented channels, and insufficient digital infrastructure. The document explores how digitalization, automation, and omnichannel hubs helped organizations maintain service quality during periods of uncertainty. It also addresses workforce readiness, training needs, and concerns around automation. Key insights reveal that digital customer service is now a permanent priority rather than a temporary fix. The report provides strategic guidance for building resilient, scalable, and customer-centric service operations.

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