White Paper: The Digital Tipping Point - Balancing Digital and Traditional Customer Engagement

Digital transformation is everywhere, disrupting industries and changing the way people live, work and engage. However, results from a 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. Our research reveals:

• Maintaining a human element remains key – 80 percent of respondents prefer human customer service interactions to digital alternatives and 83 percent believe that speaking to a customer service representative on the phone or in store will always be important.
• Complexity plays a commanding role – If the task is simple, 64 percent of consumers will choose digital channels ; If complex, up to 67 percent prefer human interaction.
• Personalization, 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.
• Digital natives are driving digital, but are still left wanting – Two thirds (67 percent) of consumers and 91 percent of businesses feel customer service online and via mobile devices needs to be faster and more intuitive to serve end users.

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