Study Carried Out by Opinium Research with Insights and Commentary from Analyst Firm IDC Reveals Resounding Need for Human Touch in Today's Digital First World

Verint-IDC Digital Tipping Point Report and November 15 Webinar to Explore Key Findings

  • Four out of five prefer that human customer service interactions remain a part of customer service.
  • The phone emerged as the most popular way to contact organizations and service providers, according to nearly a quarter (24%) of consumers; visiting the store front was next at 23%.
  • More than four in five (83%) believe speaking with a person will always be an important part of the customer service equation.
  • Two thirds (67%) of consumers and 91%of businesses feel customer service online and via mobile devices needs to be faster and more intuitive to serve end users.

WEYBRIDGE, U.K. and MELVILLE, N.Y., October 26, 2016 — The results of a large-scale study of more than 24,000 consumers in 12 countries published today by Verint® Systems Inc. (Nasdaq: VRNT)), with support from Opinium Research LLC, and research and advisory firm IDC, identifies a tipping point between digital and traditional customer service.