Defining the Human Age, A Reflection on Customer Service in 2030

Verint’s latest research findings on “Defining the Human Age: A Reflection on Customer Service in 2030” features insights from Professor James Woodhuysen, visiting professor of forecasting and innovation at London South Bank University, and the opinions of more than 36,000 consumers across 18 countries worldwide.

Some of the key findings include:

  • Nearly two thirds (63%) are happy to be served by a chatbot given the option to escalate to a human when needed
  • Three quarters (76%) want human contact to remain part of customer service equation
  • Nearly 7 out of 10 (69%) said companies’ ethics are a major deciding factor when choosing brands and service providers

Marije Gould – Verint

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