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This year could be one in which brands fighting for market share and relevance struggle even more — unless they embrace a culture of "enhanced storytelling" in their marketing and accelerate customers’ digital experience. New research from Verint Systems that engaged consumers in 12 countries finds those who prefer digital engagement channels to human customer service are highly likely to switch brands or service providers. The survey finds consumers in SA, India, Mexico, Brazil and the UK are more prone to switch, while French, Japanese, Dutch and German consumers stay longer with their providers.

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