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      "text": "The overall CS is higher for a CSC that spends additional effort to gather unstructured data to assess customer satisfaction (3,88 vs. 3,77 average).",
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      "text": "The overall CS is higher for a CSC that spends additional effort to gather unstructured data to assess customer satisfaction (3,88 vs. 3,77 average). This indicates that it can generate insights that enable companies to better grasp details of key reasons behind good and poor customer satisfaction. Analysis of unstructured data (such as e-mails, social media posts, and feedback comments) can help companies to more quickly identify shifts in customer behavior. In most cases however, data is analyzed in local, decentralized teams. This approach allows for local growth, but if teams do not share knowledge with each other, it limits the positive impact on the entire organization.",
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