High Tech with a Human Touch: The Role of Real People within Digital Experiences
To understand dynamics at play as we head into 2022, we conducted an online research study with US consumers who deftly move across digital and physical modalities every day. In this report we reveal why human interaction plays such an important role in these digital experiences.
For nearly two years, every element of our lives has been touched by digital transformation. From work and play to education and healthcare, the reliance on digital experiences is at an all-time high. We wanted to know, are consumers satisfied with these experiences? Has the burst in access raised expectations? Is human interaction an important part of the brand anymore?
Download the report today to learn:
Why digital experiences must be consistent across channels especially as it relates to utility. Ninety-four percent of consumers think a brand’s digital experiences should be functionally interchangeable, allowing them to achieve their intention regardless of channel or device.
How customer expectations for access increase as the relationship deepens. Consumers want to connect with brands on their terms. As they get closer to the brand, they expect the brand’s employee to be more accessible and helpful.
What makes customers comfortable sharing data and when incentives matter. The vast majority of consumers – 90% – have shared personal data in order to receive brand benefits and will continue to do so, but not all channels for sharing are equally trusted.