While the world has embraced digital for both their entertainment and business purposes, something has emerged recently that may surprise a few people.iStock-626709438_resized.png

The human element of customer service is not going anywhere—in fact, it may be more important than ever. A Verint survey of more than 24,000 customers across 12 countries, in collaboration with research firm Opinium, provided some important insights on how to find the right balance between digital and human customer service.

That’s right—people still want to connect with people.

So, to provide exceptional customer experiences, businesses need to deeply understand evolving customer preferences and attitudes. Through mining human interactions such as phone calls, deep customer insights can emerge that can then be acted upon for competitive advantage.

I explain this more in my recent article in Insurance Post. Read more.