The Digital Tipping Point: Balancing Digital and the Human Touch in Customer Engagement

Digital Transformation is everywhere, disrupting industries and changing the way people live, work and engage. However, results from a research study from Verint and Opinium of 24,000 consumers and 1,000 businesses across 12 countries reveals that organisations need to balance both digital and human customer engagement to thrive – and to survive. Our research reveals:

• Maintaining a human element remains key – 80% of respondents prefer human customer service interactions to digital alternatives and 83% 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% of consumers will choose digital channels ; If complex, up to 67% prefer human interaction.
• Personalisation, security and privacy are top of mind – Nine out of ten consumers are concerned about data security and privacy as demand for more personalised service rises 54%.
• Digital Natives are Driving Digital, but are still left wanting – Two thirds (67%) of consumers and 94% of businesses feel customer service online and via mobile devices needs to be faster and more intuitive to serve end users.

How do 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.

Get the white paper »