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Create value through human interaction

Technology works best alongside real people to create value for customers. How a customer feels about an interaction has the greatest impact on loyalty. While 11% of respondents to the 2019 Dimension Data Global Customer Experience Benchmarking Report believe over 50% of agent-led customer experience activity will be migrated to robotic automation and AI in the next two years, traditional customer interactions remain important. Human interaction provides real moments of truth in the customer experience journey and the right conversations at the right time create emotional connections which affect how people make purchasing decisions.