The importance of the human touch in customer experience

As new technology drives a sea change across the customer experience sector, it is important to evaluate how the public honestly values personal interaction as a service need. Webhelp conducted research with the polling experts YouGov asking 2,000 British adults for their thoughts on Artificial Intelligence (AI) and how it might change the way that brands offer customer service. Webhelp UK's CEO, David Turner, looks at the importance of the human touch. Rules in CX are being rewritten. It's getting harder to predict the future but we can still try.