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Building on the Simpler, Better, Faster: The Top Customer Service Challenges for 2018 report, this research project seeks to understand the key concerns, areas of focus and issues that customer experience professionals will be working to improve to 2020. 

It examines the views of customer experience professionals regarding their key challenges relating to the core areas of people, technology, customer behaviour and organisational capabilities. It will further review what respondents regard as their top priorities for investments and improvements, before making some recommendations in how best to approach such issues.

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