ML
Public post
Marc Lawn
Sep 2026 • linkedin
Post excerpt
Customer care was never really about care, was it. Was it a job title pretending to be an emotion… …or did we truly mean it… …and have we now automated the pretending or true caring. Whatever it is, we didn’t lose the human in customer service by accident. We removed them on purpose & called it efficiency. Pegasystems & YouGov asked 4,748 people across the UK & US in November 2025 what they actually want. Just 2% said they’d happily deal with an AI chatbot alone. 66% still actively prefer a human - even now, even …
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