Posts tagged starbucks
In an era of huge technological development are people really needed in the delivery of an outstanding customer experience?

By 2020, according to Gartner, customers will manage 85% of their relationships with public and private enterprises without interacting with a single human. (Gartner Predicts 2011); I doubt this.  For sure, in some sectors and for purely transactional experiences there may be no need to interact with a living, breathing human service provider.  After all we know customers are looking for quick, convenient processes and no error transactions.  We know they want to be more in control but they also want to be understood, respected, listened to and when it all goes wrong or they are confused, they want their problems solved.  Customers want their provider to show empathy, humanity, and maybe only the realism that a conversation, a smile that a human being can deliver.

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