Digital-First Customer Survey Finds Customer Service Automation May Impact Churn

Day-to-day business-customer interactions for most “basic” services –Internet, cable and banking, etc. – have been automated and are now conducted via telecom-computing networks. Yet customers who interact with service providers via digital channels are more likely to switch service providers than those who engage with companies via a human touch, according to a digital-first customer survey conducted by Verint Systems and Optimum Research Continue reading