The results of a large-scale study of more than 36,000 consumers
in 18 countries by Verint® Systems Inc. (Nasdaq: VRNT), The
Customer Engagement Company™, and carried out in partnership with
Opinium Research LLC, reveals that more than 70% of consumers
stated there has been an increased use of automation
technology—such as artificial intelligence (AI) and robots—in their
workplaces.
The study also showed that consumers on the whole are becoming
more comfortable with automation in the workplace. Consumers in
Mexico (85%), Brazil (84%) and India (83%) reported the highest
levels of automation in the workplace. Nearly 7 out of 10 (69%)
U.S. consumers said processes are being automated by technology,
while those in Sweden and Japan (both at 55%), and Germany, Denmark
and the UK (all at 61%) reported the lowest levels of
automation.
Approximately half of respondents (49%) said that technology,
such as AI and robots, help them do their job more effectively.
Those in countries with the highest adoption of technology were
more disposed to view automation in a positive light, with 76% of
Indians, 70% of Brazilians and 65% of Mexicans believing that it
helps them do their job more effectively. Brits (25%), Swedes
(29%), Belgians (32%) and Canadians (36%) had the lowest response
to the role of technology in the workplace. In the U.S., 43% of
respondents said technology helps them perform their jobs more
effectively.
This fresh research raises questions about what the workplace of
the future may look like and suggests the line between the
workplace and home will continue to blur. More than two-thirds
(67%) of respondents said they expect workplaces to be more
flexible to suit employee preferences as technology improves, and
62% said technology is already making it easier for them to work
from home or have more flexible work hours.
Trends expert James Woudhuysen, visiting professor of
forecasting and innovation at London South Bank University, shares
that “In both developed and developing economies, customer service
forms a rising share of employment and GDP. Though organizations
will automate many of today’s customer service tasks, there will be
plenty of new jobs in this sector. These jobs will just be
different. They’ll be more about what machines can’t do. In 2030,
for example, direct human interaction in customer service will need
to combine wisdom with the latest soundings of the public mood. In
this way, companies can make the right call—a feat that technology,
automation and systems won’t, by themselves, ever be able to
achieve.”
“Technology continues to shape the way people engage with
organizations, both as customers and employees. However,
organizations must strike the right balance between technology and
automation on one hand and human interactions on the other,” says
Verint’s Ryan Hollenbeck, senior vice president of global marketing
and executive sponsor of the Verint Customer Experience Program.
“Automation technology, in particular, opens new possibilities for
how people work, as well as how they meet service level
requirements.”
In fact, automation can be seen as a benefit in its ability to
handle mundane, repetitive tasks and processes, and manage them in
a timely, compliant way. It frees employees for more meaningful
activities and work in more flexible ways, while empowering
consumers to self-serve through the channel, place and time of
their choosing. For effective rollout strategies and adoption
techniques, Hollenbeck notes that “The key will be for
organizations to engage employees throughout the implementation
process of automation and robotics initiatives, explaining and
demonstrating the value of technology, alongside human intelligence
and emotion.”
About the ResearchThis research was commissioned by
Verint from December 27, 2017 through January 8, 2018 in
association with research company Opinium Research LLP. Interviews
were conducted amongst 36,014 consumers in the following countries:
Australia, Belgium, Brazil, Canada, Denmark, France, Germany, Hong
Kong, India, Japan, Mexico, Netherlands, Singapore, South Africa,
Spain, Sweden, the 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, brick-and-mortar retail,
credit card, insurance, mobile phone provider, online retail,
telecommunications, travel and utilities.
To learn more about the research—and to view other key findings,
the white paper “Defining the Human Age: A Reflection on Customer
Service in 2030,” infographics, the on-demand webinar and related
announcements—click here.
About Verint Systems Inc.Verint® (Nasdaq: VRNT) is a
global leader in Actionable Intelligence® solutions with a focus on
customer engagement optimization, security intelligence, and fraud,
risk and compliance. 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, 2018 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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