Engagement in the Always-on Era – 69% of Employees Believe
Technology Will Enhance Their Jobs
Key Findings Including:
- Rise of the hybrid workforce –
71% of people are in favor of using technology to replace manual
and laborious tasks
- Happy yet stressed is the new
norm – 78% of people globally are happy at their current place
of work, but only 29% say they have low stress levels
- Automation reduces workload –
72% of people who have low stress levels at work say they have
access to the technology to work productively, while almost two
thirds (64%) believe that automation helps reduce workload and
stress
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
workplaceOpinions 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
expectationsFindings 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 RedmondAs 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 ResearchThis 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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version on businesswire.com: https://www.businesswire.com/news/home/20190520005719/en/
Media RelationsAmy CurryVerint Systems
Inc.amy.curry@verint.com
Sian SparkesVerint Systems Inc.sian.sparkes@verint.com
Investor RelationsAlan RodenVerint Systems
Inc.alan.roden@verint.com
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