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  "documentTitle": "Bridging Customer Experience Gap",
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  "notes": "The slide analyzes capability gaps in CX, specifically noting that technology, organizational structure, and processes are often rated as 'okay' or worse.",
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      "text": "Almost half (44%) of respondents rate their technology capability as okay or worse (Figure 5). This is despite technology ranking second among CX success factors (Figure 4) and joint top ('marketing technology') as the area where businesses are investing in order to improve CX (Figure 7). Figure 6 illustrates the shortfall in capability across the core organisational CX components, showing the gap between the percentage of business respondents rating their companies as 'excellent' and the percentage regarding each capability as being in their top three for importance.",
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      "text": "Like technology, organisational structure can result in bottlenecks that restrict the flow of CX benefits. It is cited by less than a third (29%) of respondents as a top-three component, in terms of importance, yet should be more widely recognised as crucial to providing support for CX initiatives and allowing businesses to tie down strategy. Less than a fifth (18%) of marketers say their organisations have achieved an 'excellent' organisational structure, with a view to delivering a first-class customer experience. Processes, closely tied with organisational structure, are more widely referenced as important (39%). Both are evidently seen as challenging to get right, with fewer than one in five respondents citing their organisations as 'excellent' in these areas.",
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      "text": "Marketer survey: How do you rate your organisation's capabilities in the following areas in terms of its ability to deliver a first-class customer experience?",
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