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Insights: Whitepaper
Are Communication Preferences Driven by Security

Our insights, gathered from millions of conversations with real customers, explode the myth that security concerns drive customers’ communication preferences.

We compare and contrast their stated  preferences with their actions when companies contact them direct.


  • Introduction
  • Background
  • Perceived security of communication channels
  • Phone calls are not necessarily the answer
  • Experimenting with new communication channels
  • Conclusion

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