This archive report was first published on 25 October 2019.
As we navigate the rapidly changing landscape of customer service, a question lingers: will technology eventually overtake the human sense of service?
On one hand, technological advancements have made significant strides in enhancing the shopping experience. Self-service portals, online interfaces, and automation have streamlined processes, making it easier for customers to access products and services.
However, research suggests that consumers still crave human interaction. A recent PwC survey of 15,000 global consumers found that 75% of respondents want more human interaction in the future, not less. Furthermore, nearly three-quarters of shoppers prioritize customer experience over price and product quality when making purchasing decisions.
The human element remains central to customer interactions, even as technology plays a larger role. Employees are the connective tissue, and the risk of not getting the human element right is significant. Thus, the need to instil and maintain a common sense approach to conducting business is expected to remain relevant for the foreseeable future.
According to PwC's survey, 56% of shoppers will turn away from their favourite products or brands after several bad experiences, while 32% will walk after just one bad experience. In contrast, 53% of respondents reported that interaction with knowledgeable, helpful people gave them the most satisfaction as shoppers.
As technology continues to evolve, it's essential to strike a balance between automation and human interaction. By infusing common sense into machines and leveraging technology to enhance the customer experience, businesses can create a more satisfying and memorable experience for their customers.
