In the context of 2026, people will still be the main “engine” of the service industry:

• Human resources: Employees with strong soft skills such as communication, active listening, and empathy are needed to create superior customer experiences.

• Digital capabilities: Employees need to be able to use technology, analyze data, and think digitally to operate automated systems effectively.

• Leadership support: Commitment and support from top management help projects stay on track with the organization’s strategic direction.