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 organizations – 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 behaviors and attitudes of different generations towards technology, both as a consumer, and at work.
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
Watch our On Demand Webinar to hear the thoughts and insights from Mastercard and Booking.com on consumer and workplace attitudes towards technology.
Our latest global study, in collaboration with Opinium Research, of 34,000+ consumers across 18 countries, explores how demand for 24/7 service has shifted attitudes towards customer service and technology in the workplace.
Download our infographic to see global consumers preferences around convenience, choice, technology and customer service in our ‘always-on’ society.
Loyalty and customer retention continue to decline, just 44% of consumers say they’ve been with their service providers for 3 years or more, a 39% drop since 2015. Read more in our latest blog.
New press release from Verint announces that two-thirds of consumers globally said they are more likely to switch to brands that provide the best experience or service.
As the debate about the role of automation rages on, read our latest blog from Marije Gould on how technology is changing our expectations and behaviors at home and at work.
Read our recent press release announcing new Verint Global Study, of 34,000+ consumers across 18 countries, which reveals customer engagement and technology trends.
Watch our On Demand Webinar where Dr Paul Redmond and Marije Gould discuss the rise of ‘always-on service’ and the need to prepare a strategy to engage with the future generation of customers and employees.
This research was commissioned by Verint from 1st -11th of February in association with research company Opinium Research LLP. Interviews were conducted amongst 34,068 consumers in the following countries: Australia, Brazil, Canada, France, Germany, Hong Kong, India, Japan, Mexico, Netherlands, Singapore, Saudi Arabia, South Africa, Spain, Sweden, the United Arab Emirates, United Kingdom and the United States. The research was conducted online in the local language for each country, and respondents were incentivized to participate. Sectors involved in the survey included banking, bricks-and-mortar retailers, credit card, insurance, mobile phone provider, online retailer, telecommunications, travel and utilities.
Getting the balance between personal and digital service right will be fundamental to success.
Contact us to learn more about how honest communication and engagement with both employees and customers can set your organization apart from the competition.
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