Brands across industries are eager to wow customers with new technology — and rightly so. In the age of heightened convenience, more personalized experiences and innovative shopping options like Amazon Alexa, consumers won’t tolerate brands that don’t embrace the future. However, that doesn’t mean brands should rely on tech to replace a good customer experience. Usabilla’s recent report reveals that today’s consumers actually crave more opportunities to connect with real human beings to help solve complex problems and enjoy the worthwhile customer experiences they desire.
In the age of automation, here’s how to balance human and machine in your customer experience