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  "documentTitle": "Bridging Customer Experience Gap",
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      "text": "Legacy technology and infrastructure was the single most prominent reason provided by respondents when they were asked what they saw as the most significant barrier to a better customer experience.",
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      "text": "Legacy technology and infrastructure was the single most prominent reason provided by respondents when they were asked what they saw as the most significant barrier to a better customer experience (Figure 11). Almost a quarter (23%) selected this option.",
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      "text": "Departments are often stuck with these systems not only because of the financial costs of decommissioning and replacement, but also because of resistance to changing the modes of working associated with them.",
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      "text": "According to Econsultancy's 2018 Digital Trends Report, published in partnership with Adobe, organisations that have invested in an 'integrated, cloud-based technology stack' are nearly twice as likely to significantly outperform their competitors than the rest (28% vs. 16%).",
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      "text": "Again, technology can be an area where newer companies are at an advantage when it comes to building a completely customer-focused organisation. Centrica's Jobling notes that \"there are companies like Amazon and John Lewis that people aspire to...\"",
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