Knowledge - Insights: White Papers
Engagement in the Always-on Era: How humans and technology work hand-in-hand to meet rising expectations
New Verint global study of 34,000+ consumers across 18 countries explores how demand for 24/7 service has shifted attitudes towards technology in the workplace:
– 83% of consumers say that customer experience is a major factor in selecting their service providers
– 68% of consumers globally say they feel more loyal towards organisations that make it easy and convenient to engage with them
– 54% are happy to be served by a chatbot, but always want the option to move the conversation to a human
Technology is everywhere. We’re connected 24/7 and the way we communicate and engage has changed dramatically. We chat and catch up with family and friends via the latest technology whenever and however we want. We communicate and consume in multiple ways, on multiple devices via multiple channels, online and via social media. As consumers, we’re all becoming so tech savvy that we expect that all organisations – banks, utility companies, retailers – to engage with us in the same way and immediately. To meet this challenge, we’re now seeing changes in the way we work; humans and technology working hand-in-hand to deliver better business outcomes and increased efficiencies. Engagement in the Always-on Era explores these seismic changes and looks at the behaviours and attitudes of different generations towards technology, both as a consumer, and at work.
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