By 2030, 67% of customer engagement between a brand and consumer using digital devices (online, mobile, etc.) will be completed by smart machines rather than the human agents of today.
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Publication Title: Experience 2030: The Future of Customer Experience is... NOW!

Source Link:
https://www.sas.com/en/whitepapers/futurum-experience-2030-110966.html

Publication Year: 2019