The 2020 Gig Customer Service Report

30th January 2021

The explosive rise of GigCX.  2020 Research Paper by Davies Consulting and Limitless 

Foreword: Aileen Allkins Former CVP Customer Service and Support, Microsoft

If you were designing a call centre today from scratch, how different would it be to a call centre designed one year ago, or even a month ago? Due to the challenges introduced by the 2020 COVID-19 pandemic, as well as unprecedented economic downturn felt globally, the way we’re looking at customer service has changed forever. More businesses are looking to the gig economy – in fact, I estimate that by 2025, 20% of customer service will be what is quickly becoming known as ‘GigCX,’ which is the term used for the gig crowd deployed to provide customer service.

GigCX may not yet be a term you are familiar with. GigCX is an AI-powered model that ‘crowdsources’ customer support.

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