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

Download this White Paper, which draws on survey responses from 24,000 consumers and 1,000 businesses, to understand:

  • What customers really want when it comes to omnichannel CX
  •  How most organizations are not currently delivering experiences in line with these preferences
  • The six steps you need to follow to improve the customer journey in an increasingly digital world
 

Complete this form for the FREE White Paper.

Download this exclusive Verint research today

Does your customer journey balance human and digital interaction?

Digital transformation is everywhere, disrupting industries and changing the way people live, work and engage. However, this White Paper proves you need to balance digital and human customer engagement to thrive – and to survive. The research reveals:

  • Maintaining a human element remains key – 80 percent of respondents prefer human customer service interactions to digital alternatives.
  • 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.
  • Digital natives are driving digital, but are still left wanting – Two thirds (67 percent) of consumers and 91 percent of businesses feel digital customer experiences need to be faster and more intuitive.

About OpinionLab
OpinionLab, A Verint Company, believes that listening to your customers is important, but more important is the need for you to listen to them on their terms and react quickly and effectively to what they tell you. Hundreds of the world’s leading brands today trust OpinionLab to optimize customer experience and drive engagement across multiple channels.

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