88% of Customer Interactions Will Happen Digitally in 3-5 years, Study Says

88% of Customer Interactions Will Happen Digitally in 3-5 years, Study Says

Written by: Komail Mithani

October 8, 2013 1:57 pm 0 comments

88%-percent-customer-interactions-digital-digitally-next-future-three-five-years-study

According to a new study released by IBM, C-suite leaders say that in the next 3 – 5 years, 88% of all interactions with customers will happen digitally.

Take a minute and think about this statistic. Eight-eight percent of customer interactions your company will have will happen using some sort of digital channel. Do you even know what the main channels your customers are using to interact with you now? And, do you have the right technology and tools in place to properly handle each and every interaction?

As we all know, we live in a “what’s in it for me society,” which means businesses must adapt, communicate and go above and beyond every customers’s expectation. The shift is realizing that each interaction a company has, they must use it to create a unique one-to-one relationship with the customer. It’s no surprise to me, or really anyone else, that digital will take up 88% of all forms of customer interactions occurring. Myself personally, I reach out to a customer service department via email and phone call first, then reach the company via Twitter or Facebook.

What’s your take on this shift in customer interaction?