"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. "We feel that the roadmap is what really sets this study apart," said Asher. "Instead of simply compiling a bunch of data together and putting it in one convenient place, we also provide actionable steps to help everyone put the information to good use. With this study, above all, we wanted to help."
Humach helps its clients find more innovative ways to engage, acquire and support their customers. By combining business intelligence, experienced agents and machine automation, Humach is shifting the business focus back to the customer. The Dallas, Texas-based company offers best-in-class multi-channel contact center services. Leveraging numerous patents spanning cloud-based, scalable infrastructure, Humach already provides contact center services to some of the world's largest enterprises. Learn more at www.humach.com
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