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Top 5 Trends That Are Poised to Reshape Customer Experience and Support in the Next 5 Years

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By: Vamsi Katragadda, Senior Engineering Leader, Meta.

The customer experience (CX) landscape is constantly evolving, driven by technological advancements, changing consumer expectations, and market competition. As we look ahead to the next five years, several key trends are poised to reshape how businesses provide CX and support. These trends have the potential to transform the way companies interact with their customers, offering new opportunities for innovation and growth.

This is especially important for high tech consumer products and services industry where we have sheer volume of requests and ever ending spend on supporting customers at scale to provide them with excellent customer experience

Despite the progress made by technology, there is still a lot of catch up across industries and the sector. Keeping this in mind, below are the top five trends to watch out

1. AI Agents and Chatbots

The future of AI agents in customer support is poised for significant advancements. We can expect to see more sophisticated AI persona’s that can handle increasingly complex queries from customers, seamlessly integrating with various business systems and processes to provide comprehensive solutions. These agents will likely employ advanced natural language processing to understand context, emotion, and intent more accurately, leading to more natural and empathetic interactions.Furthermore, AI agents will play a crucial role in predictive support, identifying potential issues based on past and historical context and reaching out to customers with solutions. As these technologies evolve, the line between AI and human support may blur and evolve into more hybrid models, with AI agents handling a wider range of tasks and only the most complex, compliance or sensitive issues being escalated to human representatives.

2. Hybrid Channel Support

Currently, customer interactions often occur within a disjointed user experience, requiring users to navigate through various views and pages to communicate with customer support representatives and search for information. This fragmentation can lead to a disjointed experience for both customers and agents, with agents often missing context when conversations begin immediately after a search. A promising trend to address this issue involves evolving the help window into a hybrid model. This model would integrate a more natural search process and seamless handover to agents, ensuring that context is preserved and transferred to the agent right from the start.

3. Self Help

A more futuristic trend in self-help is the integration of AI-driven personalized guidance systems. As technology advances, these systems are expected to become more sophisticated, offering users tailored advice and solutions based on their unique data and past interactions. This trend will likely see a shift from generic self-help resources to dynamic, context-aware platforms that learn from user behavior and preferences to provide customized support.Additionally, the rise of virtual reality (VR) and augmented reality (AR) technologies could transform self-help by creating immersive learning and practice environments. Users could engage in simulated scenarios that closely mimic real-life challenges, providing a safe space to develop skills and overcome personal obstacles.

4. Hyper Personalization

Hyper-personalization leveraging real-time data to deliver more relevant content, product, and service information to each user. It goes beyond traditional personalization by leveraging AI and machine learning to analyze a vast array of data points across user journeys, including browsing behavior, purchase history, social interactions, and more.

One of the promising future trends is that hyper-personalization will likely become even more sophisticated with advancements in technology. Businesses will be able to predict customer needs even before the customer is aware of them, thanks to predictive analytics and AI leveraging RAG models to provide customer360. This could lead to a seamless customer experience, where products and services are offered proactively, and interactions are anticipatory rather than reactive.

5. Proactive resolutions

Automated interventions are set to become a cornerstone of proactive resolutions, leveraging advanced technology to address issues before they escalate. This involves the integration of sophisticated algorithms and AI systems that can analyze vast amounts of data in real-time, identifying patterns or anomalies that may indicate a potential problem. Once a potential issue is detected, these systems can automatically initiate corrective actions without human intervention.This not only enhances efficiency but also significantly reduces the risk of major failures and the associated costs. As technology evolves, automated interventions will become more refined and will be a trend that empowers many customer experience flows, further minimizing the need for human oversight and transforming how businesses manage operations and customer service.

Follow and connect with Vamsi Katragadda on LinkedIn here.

This article contains branded content provided by a third party. The views expressed in this article are solely those of the content creator or sponsor and do not necessarily reflect the opinions or editorial stance of Popular Hustle.

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From $300-a-Month Seamstress to Tang Heritage Luxury Icon—The Rise of Hua Ziyan

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Hua Ziyan

Hua Ziyan spent decades stitching other people’s clothes for less than $300 a month. Today, at 78, her handcrafted bags are coveted by collectors from Singapore to New York, selling out within hours.

It’s a transformation that nobody—least of all Hua herself—saw coming.

Born in 1946 in a modest farming village in southern China, Hua learned to sew out of necessity. By age nine, she’d mastered basic stitching because her family had little, and sewing meant survival. At fifteen, she began working in garment factories, earning less than $300 monthly while living in dormitories with ten other women.

For nearly five decades, this was her life. Eighteen-hour shifts under fluorescent lights, stitching uniforms and basic wear, repeating the same seams thousands of times. She slept in shared spaces and worked under constant demand for low wages.

But even during those grueling factory years, Hua was different. In her rare free moments, she’d work on something else—intricate embroidery inspired by the regal robes she’d seen on noblewomen, pieces she could never afford. She wasn’t sewing for attention; she was preserving what beauty looked like to her.

The turning point came in her early 60s. Instead of retiring, Hua made a bold decision: she stopped taking factory jobs and returned to embroidery. Not mass-produced work, but precise, symbolic pieces that blended imperial motifs with modern bag structures. Using techniques she’d developed over decades, she created her first structured embroidered bag—not for sale, but for herself.

For over a decade, she worked in silence, creating one bag at a time and storing them in a locked wooden chest. When people asked what she was doing, her response was simple: “I’m making something that will last longer than me.”

That’s when Tang Heritage discovered her in 2009. The luxury brand didn’t ask her to design something trendy—they simply asked her to continue doing what she’d always done: create with care.

The result was the Tang Red Collection, which ran from 2012 to 2022. These weren’t just bags; they became what collectors call “modern heirlooms.” Each piece featured hand-embroidery by Hua or her personally trained team, built with proprietary techniques that allowed fabric to hold shape like leather.

What sets her work apart is the relentless attention to detail. Hua once spent 47 hours on a single embroidered motif, only to discard it because one line drifted by less than a hair’s width. Her bags carry no logos or marketing gimmicks—just precision, depth, and design rooted in a life of quiet mastery.

Today, her bags are treasured across the globe, with some reselling at four times their original price. What began as survival stitching in factory dormitories has become legend.

Hua Ziyan didn’t climb fashion’s traditional ladder. She rewrote the story entirely, proving that true luxury comes not from marketing campaigns, but from decades of patient craftsmanship. You can learn more about her work and Tang Heritage’s commitment to preserving traditional artistry.

From factory floors to collector showcases—sometimes the most extraordinary journeys begin with the simplest tools: a needle, thread, and unwavering dedication to doing every stitch right.

Learn more about Tang Heritage and the Red Collection, here.

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Daniel Hartnett Is Making Hip-Hop Beats More Accessible Than Ever

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Daniel Hartnett / Corporatethief Beats

When Daniel Hartnett first heard the term “corporate thief” in a Michael Moore documentary during the 2007-2008 financial crisis, he had no idea it would become the foundation of his music career. What started as a casual YouTube channel name has become something much bigger—a go-to spot where struggling hip-hop artists can actually find affordable beats without getting ripped off.

Hartnett’s path to hip-hop production wasn’t conventional. Growing up in Ireland, his mother encouraged him to explore various instruments, from the tin whistle and accordion to keyboards and guitar. At 13, he formed a grunge band with friends, teaching himself guitar and developing what he didn’t yet realize was a natural musical ear.

“I was all about grunge and barely gave any other genre a chance,” Hartnett recalls. Everything changed when his college friend Mike handed him a laptop loaded with FL Studio and introduced him to Kid Cudi’s debut mixtape, “A Kid Named Cudi.”

That single moment completely shifted his musical world. Cudi’s vulnerable, honest approach to hip-hop hit different—it felt genuine in a way that resonated with people his age. Combined with Kanye West’s “808s & Heartbreak,” these influences began reshaping how Hartnett thought about making music.

The switch from acoustic performer to beat maker wasn’t planned. Before long, he was uploading type beats like mainstream rappers, along with trap beats and pop instrumentals, to YouTube under the alias “The Corporatethief Beats.” He’s always been fascinated by stories of white-collar crime—documentaries like American Greed or films like Wall Street really influenced his branding. That’s why you’ll find beat packs and mixtapes on his site with names like Greed I$ Good, Money Never Sleeps, and Anacott Steel.

What gives Hartnett an edge in today’s crowded beat-making world is something many producers don’t have—he can actually play instruments. While most rely entirely on software, his years of playing everything from tin whistle to guitar taught him how melody and harmony actually work.

“Having a musical ear gives me a definite edge,” he explains. “Many beginner producers struggle to tell when a note is off or when two sounds clash. That intuitive understanding has saved me countless hours in the studio.”

His creative process always starts with a concept. Whether it’s a specific mood, an artist he wants to channel, or just a moment he’s trying to capture, Hartnett needs that spark before he can stay focused and inspired.

After teaching himself the basics, Hartnett decided to get serious about his craft. He studied Music Technology at Galway Technical Institute, then moved to Dublin for the Academy of Sound, where he learned proper studio techniques with Logic Pro, Pro Tools, and actual analog equipment. By 2015, he had a four-year Higher Diploma and the technical chops to back up his natural talent.

These days, 99% of his beats happen in Logic Pro—he just loves how it works. When he’s engineering for bands, though, he switches to Pro Tools since that’s what most professional studios expect. Having both skills means he can work on whatever project comes his way.

Here’s where Hartnett saw a real problem: independent artists were getting screwed by beat licensing. Basic leases cost $50-$100, often with confusing contracts and multiple pricing tiers that didn’t make sense. Artists would buy a beat, then discover they needed to pay more for different usage rights.

His answer was Rap Beat Packs—bundles with anywhere from 10 to 150 beats covering trap, boom bap, drill, and pop. Every beat comes with unlimited licensing for one price. No fine print, no upsells, no surprises.

“Producers these days tend to overcomplicate things with five or six different license tiers,” Hartnett notes. “I’ve tried to make everything simple, clear, and affordable for serious artists.”

Beyond making beats, Hartnett has become something of a teacher. His “Rap Lyricist’s Handbook” runs over 250 pages, packed with real advice on writing, recording, and marketing music. It includes QR codes for bonus content and works more like a reference guide than something you’d read straight through.

His website has become the place artists go when they need help—beat packs, production tools, marketing courses, ebooks, and blog posts that actually explain how to get your music heard. It’s designed for artists who want to build real careers, not just chase viral moments.

Hartnett has worked with artists like Kid Berg, Sam May, and Ricky T, plus collaborated with producers like Lazy Rida Beats. His dream team? Kanye West, Kid Cudi, and Drake—the three artists who basically shaped his entire approach to music.

His advice for aspiring creatives gets straight to the point: learn to market yourself, ignore sketchy promo deals, and don’t be ashamed of having a day job. Most importantly, stop obsessing over numbers that don’t matter.

“Stop obsessing over likes, views, and vanity metrics,” Hartnett says. “Focus on making genuine connections and building a fanbase that actually cares about your music. That’s how real growth happens.”

While the hip-hop world keeps changing, Hartnett stays focused on what matters—making quality beats and helping independent artists succeed. He doesn’t get caught up in who’s-the-greatest debates or industry drama.

His real message to struggling artists? “Stay grounded. This industry will test you, especially if you’re selling beats online. Just keep showing up, stay focused, and always keep learning.”

For more information about The Corporatethief Beats and available resources, visit the official website or follow on YouTube and X/Twitter.

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From Playing Small to Reigning Supreme: How Melody Sheard Empowers Single Women

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Melody L. Sheard

Meet Melody L. Sheard: The Voice of Empowerment for Single Women

Melody L. Sheard is a powerhouse in the world of mindset and empowerment coaching. With a unique blend of fierce compassion, transformative strategies, and practical guidance, she has become a guiding light for single women who feel stuck in cycles of self-doubt and self-sabotage. Her life’s work is centered around helping women silence their inner critic, reclaim their power, and step fully into the worthy, confident queens they were always meant to be.

As a coach, Melody takes a deeply personal and reflective approach to healing and transformation. She understands the mental and emotional weight that many single women carry—expectations, societal judgments, past heartbreaks, and the constant pressure to prove themselves. Through tools like affirmations, self-reflection, and mindset recalibration, she teaches women how to identify and uproot limiting beliefs that have held them back for years.

Melody is the author of the transformational book Dear Queen, Stop Playing Small, a candid and empowering message to every woman who has ever felt unworthy or invisible. Her writing challenges women to step into their truth unapologetically and powerfully. Through its pages, readers are reminded that they are not broken, that they don’t need fixing—they simply need to remember who they are.

She is also the visionary behind The Reclaim Experience, a curated coaching program designed for women who are tired of settling in any area of life—whether in love, career, or self-image. The Reclaim Experience is more than a program; it’s a journey of self-rediscovery. Melody walks alongside her clients as they break toxic patterns, rediscover their voice, and begin creating lives filled with intention, authenticity, and joy.

Melody’s mission is clear: to help women stop shrinking to fit into spaces that were never meant for them in the first place. Her work isn’t just about personal development—it’s about radical transformation. She’s not just encouraging women to dream bigger; she’s helping them believe that they’re worthy of those dreams.

Whether through one-on-one coaching, group programs, or her powerful online presence, Melody L. Sheard is shifting mindsets and changing lives—one queen at a time.

What’s on the Horizon for Melody Sheard?

This June 2025, I’m incredibly excited to host a free masterclass titled Reclaiming Me. This class is specifically designed for single women who are ready to take their power back, silence their inner critic, and begin showing up as their most confident and authentic selves. It’s going to be an empowering and transformative session that sets the tone for the rest of the year.

In this masterclass, I’ll walk participants through the foundational mindset shifts necessary to stop playing small and start standing in their full worth. We’ll touch on how to reframe negative self-talk, how to stop comparing your journey to others, and how to get clear on what you truly desire—without guilt, shame, or apology.

This class is not about perfection—it’s about progress. It’s about making the decision to stop settling and finally begin rewriting your story on your terms. It’s perfect for any woman who has been feeling stuck or overwhelmed by fear and is ready to reclaim her voice and her vision.

To register and learn more about the Reclaiming Me Masterclass, visit:

www.reclaimhercrown.com

Contact Melody L. Sheard

Email: melody@meleshegroupllc.com
Website: www.reclaimhercrown.com
Facebook: facebook.com/melodylevonne
Instagram: @melodylevonne_
LinkedIn: www.linkedin.com/in/iammelodylevonne

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