In an era of automated technology, robot-powered "workers" and online shopping, is there a need for customer service with a human touch? For traditional brick-and-mortar retailers, there is still an immense demand for informative, empathic and helpful service in the day-to-day operations. Those qualities, however, do not come without direction and leadership. CGS senior VP of Learning Doug Stephen was interviewed for the Retail Dive article, "How robots are ushering in a new era of retail customer service," which focuses on the use of robots in retail and what the new trend means for customer service. Doug discusses how technology combined with training will help improve customer service in brick-and-mortar retail stores.
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