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Michael D. Mills

CGS Survey Finds Optimal Customer Service Requires a Blended Bot and Human Experience

Consumer Expectations Are High for Personalized Interactions and Secure Management of Data CGS, a global provider of business applications, enterprise learning and outsourcing services, announced the findings from its 2018 Global Consumer Customer Service Report of more than 500 US and UK individuals, ages ranging from 18 to over 65. The survey looked at consumer preferences for customer service engagements, specifically chatbot usage. Despite today’s technology-dependent environment, the results showed that many consumers…