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Customer Engagement: The Road to 2020

Are digital technologies delivering on the promise of excellent customer engagement? Here's what consumers have to say.

The number of customers escalating their complaints increased noticeably last year, which means the pressure is on for customer service teams. But how do you balance delivering a higher volume of interactions with greater consumer expectations?

What do consumers really need in terms of service?

Using an independent research company, West surveyed over 2000 consumers to explore their experiences and desires for excellent customer engagement. Download this research report to learn:

  • What businesses need to implement to meet, and ideally exceed, customer expectations 
  • Recommendations on how to close the technology and engagement gap
  • How cloud-based, scalable communications can solve these issues

Competition is heating up, so download this guide to level the playing field and slay the competition!

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PDF icon road-to-2020-en-gb-2018.pdf

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