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Customer Engagement

10 New & Useful Future Customer Engagement Stats

iStock-854441200_people with speech bubbles_resized.pngI love to see new stats and research about the future of customer engagement.

If it’s research-backed and numbers-driven, then count me in! These provocative trends are what drive a lot of our thinking here at Verint, as we’re eager to learn if the future trends in these studies align with our experience, and that of our customers, too.

Today, we released a large-scale study of more than 36,000 consumers across 18 countries that challenges all of us to think about how we can deliver a customer experience that will truly engage customers from today into 2030 and beyond. Our partner was Opinium Research LLP, titled “Defining the Human Age: A Reflection on Customer Service in 2030.”

It explores how technology, societal trends, the workplace and customer preferences will shape customer engagement in the years to come. I’ve collected 10 of the latest surprising, revealing insights on customer engagement here in this post, with takeaways and insights you may want to share.

  1. Customer service in 2030 will certainly rely greatly on machine learning, deep learning and deep reinforcement learning.
  2. Approximately half (49%) of consumers have been with their service providers for more than 3 years—a similar Verint study in 2015 put this figure at 61%, a 12% decline.
  3. Nearly two thirds (63%) are happy to be served by a chatbot given the option to escalate to a human when needed.
  4. Three quarters (76%) want human contact to remain part of the customer service equation.
  5. Almost seven out of every 10 consumers (68%) want their service experience to be personalized to them and their interests.
  6. Customer service will continue to play a vital role—66% of consumers are more likely to switch to organizations that provide what they deem to be a better customer experience.
  7. More than two thirds (68%) said organizations need to make it easier for them to resolve a query without having to call someone or go in-store.
  8. 48% of consumers said that their service provider’s digital or self-service channels provided a better overall experience—this was up from 45% in 2016.
  9. 83% said they worry about an organization’s ability to keep their information secure.
  10. 38% of consumers would be happy to verify a payment or their identity using voice recognition.

The message for organizations based on input from more than 36,000 consumers globally is clear. To succeed into the future, companies must be honest and transparent—both are key qualities that must come through in every element of the customer experience. 

Human interaction is going to play a vital role in customer engagement well into the future, as will automation. Organizations need to ensure they have the right mix of digital and human engagement options to offer speed and convenience.

Check out today’s press release for more details and our infographic that reflects on engaging customers in the future.

 

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