Global Study Reveals Resounding Need for Human Touch in Today’s Digital First World

More digital and automation is what consumers want, right?  Well not so .  Consumers around the world have spoken—and more than four out of five of them believe speaking with a person will always be an important part of the customer service equation.

Did you see that coming?

The Verint study carried out by Opinium Research with insights and commentary from analyst firm IDC reveals that organizations need to balance both digital and human customer engagement to thrive—and to survive.

These conclusions were based on research findings from more than 24,000 consumers in 12 countries and more than 1,000 businesses around the world.

There is much more to this story. As part of this study, Verint partnered with research and advisory firm IDC to launch a new report titled The Digital Tipping Point: How Do Organizations Balance the Demands for Digital and Human Customer Service? This report, which is downloadable at, shares insights, practices and advice for organizations on which channels and methods of contact matter most to consumers today, and how this differs across service query types, industries, territories and demographics.

In addition, we invite you to join us for a webinar on the Digital Tipping Point report on November 15 that will feature myself and IDC’s Mary Wardley, vice president, enterprise applications and CRM . Participants will learn about the importance of understanding customer engagement preferences and improving customer experiences in the digital age. Click here to register.

The post Global Study Reveals Resounding Need for Human Touch in Today’s Digital First World appeared first on Customer Experience Management .


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