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This report features research based on a survey of 6,000 online consumers across twelve countries around the world, looking at how consumers want to contact businesses throughout their customer journey.

It debunks some long-held beliefs and highlights the must-have channels for 2020 and beyond:

  • Is it the end of the road for person-to-person voice calls?
  • Is messaging mania here to stay?
  • Do video and social media for contact have a future?
  • How can businesses build trust and security around identification, verification and payments?
  • What AI-powered technologies are customers ready to accept?

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If you would like to discuss how we can help you address some of these challenges, we’d love to welcome you to one of our Customer Experience Centres around the globe.

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