Changing behaviors and digital natives are transforming the future
workplace, attitudes towards automation, and what employees expect of
their employers. That’s according to results announced today from a new
large-scale study of more than 34,000 consumers across 18 countries from Verint®
Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™.
The report – “Engagement in the Always-on Era: How Humans and
Technology Work Hand-in-Hand to Meet Rising Expectations” – points
to an increase in customer demand for ‘always-on’ service. It’s not only
the expectations from consumers that are changing; the workforce also is
shifting its attitude towards automation and artificial intelligence,
and welcomes technology to help them in the workplace. The report finds
that there is a correlation between the provision of technology with
happiness, fulfillment and reduced stress at work.
Attitudes are shifting in support of automation in the workplace
Opinions
on automation in the workplace have been divided for years. While
previous studies showed reticence toward automation, Verint’s study
shows that in 2019, people are becoming more accepting of automation and
AI at work. It finds that 71% of people are in favor of using technology
to replace manual and laborious tasks, and 69% believe that technology
will enhance, not replace their jobs. Almost two thirds (64%) believe
automation technology will help to reduce their workload and stress.
The study found a correlation between the provision of technology and
happiness in the workplace, as well as reduced stress. More than three
quarters (78%) are happy in their current workplace, but only 29% report
to have low levels of stress. However, 72% of respondents who have low
levels of stress at work said they had access to all the tools and
technology they need.
A hybrid workforce is key to meeting customer service expectations
Findings
from the report also point to an increase in consumer expectations for
‘always-on’ service and the need for organizations to rethink how they
will meet these. Consumers are becoming more demanding of how they
engage with organizations – 60% of consumers expect to be able to engage
on any channel and at any time. In response, organizations must turn to
automation to cope with this increased demand. However, the research
finds that the key to meeting customer expectations is to achieve the
right balance between human engagement channels and automated ones, such
as chatbots or web-self-service. Half of consumers across the globe said
they would engage less with brands that fully replace human engagement
channels with digital alternatives.
“Organizations need to deploy technology that makes it easier for
consumers to engage with them, but also to ease the burden on their
workforce,” said Ryan Hollenbeck, senior vice president, global
marketing and executive sponsor of the Verint Customer Experience
Program. “The message from more than 34,000 people across the globe is
clear – the fear around technology at work is subsiding. There is an
increased understanding that automation can free up people to do more
interesting and fulfilling work. Digital innovations such as AI,
chatbots, and robots are vital for managing the increased levels of
customer interactions and low-effort tasks, yet they cannot replace all
human engagement. The research shows this is still very much a key
element of customer engagement, and that consumers across all
generations crave the human touch for certain interactions.
Organizations must get this balance right to serve their customers and
their employees optimally. They can only do this by engaging with their
workforce in genuine dialogue about the use of technology and ensuring
their employees feel valued for their contributions.”
Leading expert on generational theory and employability, Dr. Paul
Redmond comments: “The importance of a consultative approach is
underlined when you consider that for the first time in industrial
history there are five generations together in the workplace. There is a
delicate balance at play to ensure the entire workforce is reaping the
benefits of technology. For example, the research shows that the
majority (52%) of those under 35 feel that automation technology helps
them work more effectively, compared to 35% of those over 35. Engagement
is the only way to get the best out of the entire workforce.”
This announcement was made from Orlando at Verint’s Engage
Global Customer and Partner Conference, where the world’s most admired
brands are gathering to collaborate on ‘what’s next’ in customer
engagement.
Save the Date: June 4 Webinar to Provide Deeper Insights with expert
Dr. Paul Redmond
As part of this study, Verint partnered with
expert on generational theory and employability, Dr. Paul Redmond to
launch the key study findings in the report titled “Engagement in the
Always-on Era: How Humans and Technology Work Hand-in-Hand to Meet
Rising Expectations.”
In addition, Verint will host a webinar on this topic on June 4, 2019 at
10 am ET/3 pm UK/4 pm CET. During this live online event, attendees will
hear from Dr. Redmond and Verint about the rise of always-on service and
how to prepare a strategy to engage with the future generation of
customers and employees. Click here
to register for the webinar.
This announcement was made from Orlando at Verint’s Engage
Global Customer and Partner Conference, where the world’s most admired
brands are gathering to collaborate on ‘what’s next’ in customer
engagement.
About the Research
This research was commissioned by Verint
from 1st-11th of February in association with
research company Opinium Research LLP. Interviews were conducted amongst
34,068 consumers in the following countries: Australia, Brazil, Canada,
France, Germany, Hong Kong, India, Japan, Mexico, Netherlands,
Singapore, Saudi Arabia, South Africa, Spain, Sweden, the United Arab
Emirates, United Kingdom and the United States. The research was
conducted online in the local language for each country, and respondents
were incentivized to participate. Sectors involved in the survey
included banking, bricks-and-mortar retailers, credit card, insurance,
mobile phone provider, online retailer, telecommunications, travel and
utilities.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT)
is a global leader in Actionable Intelligence® solutions with
a focus on customer engagement optimization and cyber intelligence.
Today, over 10,000 organizations in more than 180 countries—including
over 85 percent of the Fortune 100—count on intelligence from Verint
solutions to make more informed, effective and timely decisions. Learn
more about how we’re creating A Smarter World with Actionable
Intelligence® at www.verint.com.
This press release contains “forward-looking statements,” including
statements regarding expectations, predictions, views, opportunities,
plans, strategies, beliefs, and statements of similar effect relating to
Verint Systems Inc. These forward-looking statements are not guarantees
of future performance and they are based on management’s expectations
that involve a number of risks, uncertainties and assumptions, any of
which could cause actual results to differ materially from those
expressed in or implied by the forward-looking statements. For a
detailed discussion of these risk factors, see our Annual Report on Form
10-K for the fiscal year ended January 31, 2019, and other filings we
make with the SEC. The forward-looking statements contained in this
press release are made as of the date of this press release and, except
as required by law, Verint assumes no obligation to update or revise
them or to provide reasons why actual results may differ.
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