Even when people are using digital tools, the second most important driver of trust (after ease of use, at 81 percent) is being able to get hold of human customer service easily (79 percent).
Just because they use robos, that doesn't mean they don't want human interaction at all.
So find the results of a Charles Schwab study, “Consumer Digital Demands,” which reports that although Americans are “more likely to automate their day-to-day finances than other activities,” they still feel better with human assistance rather than robo help.
Recommended For You
Complete your profile to continue reading and get FREE access to BenefitsPRO, part of your ALM digital membership.
Your access to unlimited BenefitsPRO content isn’t changing.
Once you are an ALM digital member, you’ll receive:
- Breaking benefits news and analysis, on-site and via our newsletters and custom alerts
- Educational webcasts, white papers, and ebooks from industry thought leaders
- Critical converage of the property casualty insurance and financial advisory markets on our other ALM sites, PropertyCasualty360 and ThinkAdvisor
Already have an account? Sign In Now
© 2025 ALM Global, LLC, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.
Marlene Satter
Marlene Y. Satter has worked in and written about the financial industry for decades.
