Research: Engagement in the Always-on Era
February 17, 2018
New Verint global study of 34,000+ consumers across 18 countries explores how demand for 24/7 service has shifted attitudes towards technology in the workplace
Technology is everywhere. We’re connected 24/7 and the way we communicate and engage has changed dramatically. We chat and catch up with family and friends via the latest technology whenever and however we want. We communicate and consume in multiple ways, on multiple devices via multiple channels, online and via social media.
As consumers, we’re all becoming so tech savvy that we expect that all organizations – banks, utility companies, retailers – to engage with us in the same way and immediately. To meet this challenge, we’re now seeing changes in the way we work; humans and technology working hand-in-hand to deliver better business outcomes and increased efficiencies.
Engagement in the Always-on Era explores these seismic changes and looks at the behaviors and attitudes of different generations towards technology, both as a consumer, and at work.
Did you know?
83%
of consumers say that customer experience is a major factor in selecting their service providers
68%
of consumers globally say they feel more loyal towards organisations that make it easy and convenient to engage with them
54%
are happy to be served by a chatbot, but always want the option to move the conversation to a human
Learn More
Watch our On Demand Webinar to hear the thoughts and insights from Mastercard and Booking.com on consumer and workplace attitudes towards technology.
Watch On Demand
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.
Read The Research Paper