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  "documentTitle": "Bridging Customer Experience Gap",
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  "notes": "Figure 10: Please indicate whether you agree or disagree with the following statements relating to your customer experience.",
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      "text": "Two-thirds (66%) of executives concede their systems are 'not sufficiently joined-up to deliver great customer experiences.'",
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      "text": "Figure 10: Please indicate whether you agree or disagree with the following statements relating to your customer experience.",
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      "kind": "paragraph",
      "text": "On the subject of AI, Centrica's Jobling says 'the potential there is phenomenal and, like other businesses, we are experimenting to build our knowledge and see where the value exchange is. We are looking at how we operationalise and production-ise it.'",
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      "text": "There is also a clear shortfall in the integration of the multitude of applications feeding into CX improvement - vital for businesses to gain a clear picture of customer trends and deliver cohesive and consistent communications. It is by no means uncommon to hear marketers bemoan the poor integration of certain tools as having blocked the path to a particular CX initiative. Two-thirds (66%) of executives concede their systems are 'not sufficiently joined-up to deliver great customer experiences.'",
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      "text": "It is evident, however, that many organisations, and their employees, are being hamstrung by technology when seeking to improve experiences for their customers. Only around half (54%) of respondents agree they have the 'technology they need to deliver great customer experiences'. Often, headaches reside in the data access layer underpinning applications, with only 51% saying they have the 'back-end tech capabilities required to produce brilliant customer experiences'.",
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