The Digital Tipping Point
The Digital Tipping Point
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Maintaining a human element is key
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.
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Security and privacy are top of mind
Nine out of 10 consumers are concerned about data security and privacy as demand for more personalised service rises 54 percent.
The Digital Tipping Point: Balancing Digital and the Human Touch in Customer Engagement.
Organisations 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 organisations need to balance digital and human customer engagement to thrive – and to survive.
How do you organisations 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.
Press Release
Verint Global Research Finds Those That Prefer Digital Engagement Channels to Human Customer Service Are More Likely to Switch Brands or Service Providers.
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Blog Article
Organisations are amid a shift where interactions between customers and brands are occurring primarily through digital channels. But how does this impact loyalty? Learn more in a blog from IDC.
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Executive PerspectivesGlobal Research shows that today's digital consumers are less loyal than customers of the past. Learn more in our new executive perspectives: Creating Loyalty Among Digital Consumers.
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On-Demand Webinar: The Digital Tipping Point
Verint and guest presenter Mary Wardley of IDC discuss key findings from the research on the digital tipping point in customer engagement.
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Blog Article
Global Study Reveals Resounding Need for Human Touch in Today’s Digital First World. Read the Verint Blog to learn more.
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Executive PerspectivesGet the key insights and research findings from Verint and IDC in our new executive perspectives on the digital tipping point.
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