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  "notes": "Figure 6: How marketers rate their organisations' capabilities in the areas they perceive to be most important for a first-class customer experience",
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      "text": "Proportion of marketers regarding these capabilities as being in their top three for importance for delivering a first-class customer experience; Proportion of marketers rating their company's capabilities in these areas as 'excellent'",
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      "text": "Customer experience is being reset by the leading platforms and startups. Everyone expects an Uber-like experience, whether you're B2B or B2C. Customers don't expect clunky, 20-step processes, says Blake Cahill, Senior Vice-President of Digital Marketing and Media at Philips.",
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