Sometimes I worry about posts like this from HubSpot.
The opening sentence references Gartner predicting that by 2020 customers will manage 85% of their enterprise relationships without interacting with a human…
Interesting stat. Turns out it is from a brochure for a Gartner event in 2011:
Which is not to say it isn’t true and accurate… perhaps it still is. But I’d love to see some more recent research and trends insights.
Here’s the takeaway: make sure you check everything you read – it’s increasingly difficult to stay well informed – it takes effort and curiosity.