Mitel Survey Highlights the Role of Machine-to-People Interactions in Transforming Customer Experience


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New research from Mitel® reveals a vast majority of IT decision-makers surveyed agree on the value machine-to-people interactions hold for unlocking the secret to improving customer experience. More than 75 percent also say they plan on tying together devices, emerging technologies, and communications and collaboration capabilities within two years to enable such interactions. Four out of 10 expect an increase in revenue by doing so.

  • Eighty-five percent of respondents believe machine-to-people interactions will positively transform the customer experience.
  • Three out of four have a projected timeline to allow machines to interact with people in two years or less.
  • Close to 40 percent expect a correlation between improving customer experience and increasing revenue.

The findings are the result of a survey administered by Opinium Research in August 2017 to over 2,500 senior IT decision-makers across North America, the UK, France, Germany and Australia. Respondents represented businesses ranging in size from 250 to 10,000+ employees and a broad range of industries including finance, hospitality, healthcare, professional services, government, education, retail and manufacturing.