Humach Publishes Customer Study, "2020 Customer"

"It's encouraging to hear how many people are confident that automation and self-service will dominate customer engagement," said Houlne. "We at Humach still believe that humans will be needed to guide and tune these smart machines. Machine learning and artificial intelligence still have a lot left to learn." "2020 Customer" serves as a guide for customer care professionals looking to be proactive in their customer experience strategy. As well as providing interviews and data, it also provides a six-step roadmap for engaging with the customers of the future.