Only 15% of Customer Experience to be Human in just Three Years

By 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human.
— Gartner

This was one of the opening comments by the principal at my daughter's speech night tonight. She referenced the claim to support her notion that the jobs the girls will do in ten years time (when they finish school) don't exist today.

Quite a confronting concept as we fast approach 2018.

Gartner made this claim in 2011 in the run-up to their customer engagement summit. Now six years on, I don't believe it will be quite as quick as they predicted, but it is fast approaching. Has your organisation completed its customer experience transformation?