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Using digital technology to elevate customer engagement is a great way to enhance brand loyalty today. The rise of mobile customer engagement has been rapid and brands are trying to meet customer expectations in this area.
But, according to a new Accenture study, consumers prefer dealing with human beings as opposed to digital channels. In fact, the study shows that 83% of U.S. consumers prefer dealing with human beings over digital channels to solve customer services issues.
What’s more, the study revealed that 52% of consumers....
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