79% of consumers want the human touch to remain a part of customer service while the complexity of the service request is shown to heavily influence the preferred channel.
Attrition higher among digital natives
53% of consumers across all sectors have been with their service providers for more than three years, compared with 61% in 2015.
Security and privacy are top of mind
Nine out of 10 consumers are concerned about data security and privacy as demand for more personalized service rises 54 percent.
Organizations need to balance digital and human customer engagement to thrive – and to survive
The Digital Tipping Point: Balancing Digital and the Human Touch in Customer Engagement.
Organizations that embrace digital may be on the pathway to success, but those who do so at the expense of customer engagement with a human touch risk falling behind. Results from a recent research study by Verint and Opinium of 24,000 consumers and 1,000 businesses across 12 countries reveals that organizations need to balance digital and human customer engagement to thrive – and to survive.
How do you organizations achieve this balance? Verint together with IDC have outlined six steps to improve the customer journey in an increasingly digital world in our new white paper: The Digital Tipping Point.