CX Across Multiple Generations – Are We All Millennials Now?

I was interested to read our CEO David Turner's recent blog on the importance of the human touch in CX, which was supported by our Whitepaper on AI and Automation. The survey, conducted with YouGov was focused on how British consumers view Artificial Intelligence (AI) and how it may change the way that brands offer service to customers in future. As David notes, the initial impressions were somewhat sceptical about AI. A large majority of UK consumers still prefer dealing with humans rather than automated services. This was consistent when querying a bill (85%) making a complaint (84%), for first time purchases (77%), chasing orders (73%) and fault reporting (78%).