The availability of digital media provides customers an immediate connection to the companies they do business with, and a service experience that’s right here, right now. “Now customers” demand service, information and resolution in the moment. But they still want the human touch, and a knowledgeable person to solve their more complex issues and needs. That’s why 88 percent of customers
choose to interact with their providers through an agent. And the more urgent or complicated the issue, the more important it is to have an engaged and authentic agent who cares.