Australian customers overwhelmingly preferred self-service to human interaction, according to a recent study by the firm Galaxy Omnibus in Australia. In fact, 76 percent of those interviews said they’d rather be empowered to solve their own problems.
What was more interesting was the comparison between Baby Boomers and Generation Y. Of the Baby Boomers, 73 percent found self-service useful while 88 percent of Generation Y did so. So what does that mean for future generations like the Millennials?