Engagement in the Always-on Era: How humans and technology work hand-hand to meet rising expectations
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.
Engagement in the Always-on Era explores the seismic changes and looks at the behaviours and attitudes of different generations towards technology, both as a consumer, and at work.
In this paper, we will explore what the results mean for businesses, the opportunities available and the challenges to be overcome.
What comes across clearly is that there is a demand not for a world in which our interactions are solely with machines, but for one in which people and digital tools work hand-in-hand.
This hybrid workforce approach is key to delivering an enhanced customer experience that keeps customers loyal and engaged.