We have heard of robots potentially “stealing jobs” and the digitisation of end-to-end processes and services, yet a recent study by Verint indicates that maintaining a human element is still key as businesses face the digital tipping point. 79% of consumers want the human touch to remain a part of customer service. Organisations will need to balance digital and human customer engagement.
Verint and Opinium recently conducted a study with 24,000 consumers across 12 countries to find out their viewpoints. Marije Gould, Vice President of Marketing for EMEA, also delivered a presentation on the research at Customer Experience World. This video explains more.