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  "documentTitle": "Bridging Customer Experience Gap",
  "authorId": "Cognizant",
  "authorName": "Cognizant",
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  "notes": "The slide includes a quote from a respondent regarding organizational complexity and references findings from other sections of the report.",
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      "text": "Although siloed organisation structure comes a relatively close second to technology, at 19%, responses featuring earlier in this report suggest a higher level of confidence among businesses over overcoming of challenges when it comes to organisation, as opposed to technology systems.",
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      "text": "Legacy technology and infrastructure (23%), Siloed organisational structure (19%), Lack of focus on customers' needs (15%), Lack of strategy (13%), Company culture (12%), Unrealistic customer expectations (8%), No clear business case for investment (8%), Other (2%)",
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      "text": "“We are the size of a small country, so you can imagine the multiple touchpoints. At what point do you say it’s easier to rip the house down versus adding another extension?”, she adds. Although siloed organisation structure comes a relatively close second to technology, at 19%, responses featuring earlier in this report suggest a higher level of confidence among businesses over overcoming of challenges when it comes to organisation, as opposed to technology systems. Lack of focus on customers' needs (15%), lack of strategy (13%) and company culture (12%) also feature prominently, tallying with the importance of twinned cultural and strategy CX foundations discussed in Section 7 and Section 8.",
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      "text": "Marketer survey | Respondents: 756",
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      "kind": "title",
      "text": "Figure 11: What do you regard as the most significant barrier to a better customer experience?",
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      "evidence": "Few barriers (legacy tech, silos) account for majority of pain",
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