This white paper by Verient seeks to answer the question: How do businesses get the balance right between digital and human customer service? To do this, more than 24,000 respondents across 12 countries were questioned by Opinium Research LLP, a UK-based research agency. Verint additionally polled more than 1,000 businesses as part of the study. The key findings from those polled are analyzed in this white paper.

Download Research Paper