Signal Human interaction raising loyalty jumped from 54% to 74% in customer support
Summary
Capgemini reports the share of consumers saying human interaction during automated in-store support increases their loyalty rising twenty points in a year to 74 percent, and the equivalent share for the purchase stage rising twenty-six points to 66 percent.
Classification
Main topicLabor & Future of Work
Region menusGlobal
Occurrencescope:global
Impactscope:global
Time horizon0-3 years (2026-07-26)
Last updated2026-07-29 04:49:52
Evidence 2
- What matters to today's consumer 2026: How AI is transforming value perception Capgemini Research Institute page=5;section=Executive summary 2026 accessed 2026-07-26
- What matters to today's consumer 2026: How AI is transforming value perception Capgemini Research Institute page=44;section=Reliable tech builds loyalty - but with boundaries / Phygital parity: When tech enhances human touch 2026 accessed 2026-07-26
Part of trends 1
Directly linked issues 1
- IssueChatbot execution lags adoption and risks being read as cost-cutting2 trends · 3 signals
Relation types: direct_urgent · supports
Public id: fm-dd13af69640d