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Accenture | Forrester Consulting
Data is from the June 2016 Forrester Consulting report titled "Expectations vs. Experience: The Good, the Bad, the Opportunity" commissioned by Accenture Interactive. 702 customer experience decision-makers worldwide from a variety of industries were surveyed during April-May 2016. Respondents were from enterprise companies in Australia, Brazil, Canada, China, France, Germany, India, Italy, Japan, Mexico, New Zealand, Spain, the UK and the US. Respondents included director, VP and C-level decision-makers in customer service, IT, marketing and communications, operations, product development and sales.
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