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      "text": "We're excited to have partnered with Econsultancy on this report to assess the state of customer experience from both the brand and consumer perspective. It's their most comprehensive report ever on this topic, and the findings are revealing. Interestingly there are marked discrepancies between brands' perceptions of customer experience and their customers'. And whilst the importance of delivering great experiences is acknowledged by the majority of marketers, the report shows that the reality of executing this is more challenging than merely stating the principle. The findings reaffirm the need for an end-to-end approach to address these challenges: that getting operations, culture, organisational change, technology and data right is vital to underpin experience transformation at scale. That's why we continue to invest in adding strong experience capabilities to Cognizant's existing operations and technology expertise, and why we're so excited that Zone are part of the Cognizant family. I hope that the report offers you food for thought on your own journey to a better experience for your customers.",
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