Friday, June 15, 2018

For Customer Experience, Consumers Prefer People to Bots

From eMarketer:

Technology may be changing the customer experience, but many consumers still want a human interaction, even as tech continues to improve.

That's what PwC found when it surveyed 4,000 US internet users ages 13 and older, as well as 11,000 internet users ages 18 and older in countries including Argentina, Brazil, Germany, Mexico and the UK.

More than eight in 10 US respondents said that even as technology improves, they will want to interact with a real person. And that sentiment was nearly the same across the other countries polled—although people in China, Brazil and Japan were less likely to agree.

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