Today’s interview is with Michael Redbord, General Manager of the Service Hub at HubSpot, a technology company that builds sales and marketing software. Michael joins me today to talk about their new research into the state of customer service, what we can learn from it, what the future holds and what we should be focusing on if we are to deliver a great customer experience. This interview follows on from my recent interview – How using a network of experts can dramatically improve customer service automation – Interview with Antony Brydon of Directly – and is number 309 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. Here’s the highlights of my chat with Michael: I spoke to Michael last year about the challenges of scaling customer service and support departments. Hubspot recently published a new report called The State Of Customer Service in 2019. Some of the hypotheses that drove this research were things like: Do people trust less? Are people really more impatient? How is that affecting service and relationships between brands and …