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  "documentTitle": "Customer Service Excellence 2022",
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      "text": "Based on these survey results, it appears that companies will still invest in areas which are not highly prioritized by customers.",
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      "text": "Central focuses more on SoMe, but less on chat compared to Nordics and West. Nordics' main investment focus is on self-service and mobile-friendly investments. West has large investment plans in several areas.",
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      "text": "Also, in terms of shortening response times, time still appears to be a core focus area. Again, this suggests that there is a discrepancy in what metrics that are in important for the CSC and what is important for customers.",
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