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  • Foreword
  • Top Trends
  • Timeline
  • Trend 1
    Consumers want real conversations
  • Trend 2
    Conversational AI is everywhere
  • Trend 3
    Robocalls kill trust in the phone
  • Trend 4
    Politics moves beyond the polls
  • Trend 5
    CX is the differentiator
  • 2020 Forecast
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State of Customer Engagement Report 2020