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  "documentTitle": "Bridging Customer Experience Gap",
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      "text": "In nine out of the ten areas, banks are the leading sector when it comes to providing 'excellent' experiences.",
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      "text": "For high-street retailers, ease of access to information is seen as particularly important by consumers, and an area offering opportunity for competitive gains. As seen in Table 6, retail consumers give it an importance rating of 27% (equivalent to an index importance rating of 202%), more than twice the average across all sectors. However, less than a third (31%) of consumers see retailers as delivering an 'excellent' online experience in this area (Table 7). Oddly, given retailers' constantly shifting inventories, consumers assign relatively low importance to availability of up-to-date information on product pricing and availability. Yet retailers excel in this area, with a leading position across all verticals.",
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      "text": "In banking, the ability to engender trust and communicate security is clearly a vital deliverable when it comes to CX design. This is reflected in both customers' high importance rating for responsiveness to online enquiries, and expectations that their online experience reflects other dealings with the company, thus elevating joined-up CX across all channels. It also runs through the resilience required of banking players' infrastructure. \"As a financial services provider, security is the number-one expectation. The next is certainty – that when I make a payment, it works,\" states Atom Bank's Sherwood. Positively, given the high bar assigned to them by users, banks are seen as particularly advanced in CX. In nine out of the ten areas, they are the leading sector when it comes to providing 'excellent' experiences (Table 7). Consumers rating insurance companies show a similar range of priorities as those in banking, but rate the quality of online experiences lower across every attribute.",
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      "text": "As a financial services provider, security is the number-one expectation. The next is certainty - that when I make a payment, it works, states Atom Bank's Sherwood.",
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