Digital Customer Onboarding Statistics 2024 – Everything You Need to Know

Steve Bennett
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Are you looking to add Digital Customer Onboarding to your arsenal of tools? Maybe for your business or personal use only, whatever it is – it’s always a good idea to know more about the most important Digital Customer Onboarding statistics of 2024.

My team and I scanned the entire web and collected all the most useful Digital Customer Onboarding stats on this page. You don’t need to check any other resource on the web for any Digital Customer Onboarding statistics. All are here only 🙂

How much of an impact will Digital Customer Onboarding have on your day-to-day? or the day-to-day of your business? Should you invest in Digital Customer Onboarding? We will answer all your Digital Customer Onboarding related questions here.

Please read the page carefully and don’t miss any word. 🙂

Best Digital Customer Onboarding Statistics

☰ Use “CTRL+F” to quickly find statistics. There are total 193 Digital Customer Onboarding Statistics on this page 🙂

Digital Customer Onboarding Benefits Statistics

  • Executives say the top benefits of digital transformation are improved operational efficiency (40%), faster time to market (36%) and the ability to meet customer expectations (35%). [0]

Digital Customer Onboarding Market Statistics

  • Executives say the top benefits of digital transformation are improved operational efficiency (40%), faster time to market (36%) and the ability to meet customer expectations (35%). [0]
  • 55% of marketers are prioritizing more effective audience segmentation and targeting. [0]
  • 52% of marketers around the world say driving growth through digital transformation is their top strategic focus. [0]
  • 74% of marketers say it is important to have a cohesive omnichannel experience. [0]
  • 34% of marketing leaders believe AI will lead to the biggest improvement in customer experience. [0]
  • In the U.S. alone, the CX market is expected to increase at a compound annual growth rate of 17.5% from 2021 to 2028 . [1]

Digital Customer Onboarding Software Statistics

  • 96% of survey respondents have run into problems when importing data into a software application. [2]
  • 27% of respondents import data manually into software tools and 38% use a combination of manual methods and internally build data importer. [2]
  • 36% of software users want to solve data importing problems with better integrations, while 29% of software users wish that data import tools were easier to use, and 26% say that more automation is the solution to data import problems. [2]

Digital Customer Onboarding Latest Statistics

  • 1 86 percent of consumers will pay more for a better customer experience. [3]
  • 674% of companies have a dedicated customer onboarding team More than two thirds of companies that Precursive interviewed report that they have a dedicated customer onboarding team. [3]
  • 8 82% of enterprise organizations rate their onboarding approach as a key driver of value. [3]
  • Although the number is not past half of the respondents to Precursive’s interview, 50% is still huge numbers compared to the state of onboarding a few years ago. [3]
  • 11 80% of users say they’ve deleted an app because they didn’t know how to use it One of my favorite statistics ever about user experience has got to be this one, just because it is so relatable. [3]
  • 55% of people say they’ve returned a product because they didn’t understand how to use it. [4]
  • Companies that invest in customer experience initiatives typically see employee engagement increase by 20%. [4]
  • 63% of customers consider the company’s onboarding program when making a purchasing decision. [4]
  • Highly engaged customers buy 90% more frequently, spend 60% more per transaction, and have three times the annual value compared to other customers. [4]
  • 70% of customers say understanding how they use products and services is very important to winning their business. [4]
  • 66% of adults believe valuing their time is the most important thing a company can do to provide a good online customer experience. [4]
  • 74% of people will revisit your website if it’s user. [4]
  • 50% of customers will stop visiting it if it’s not. [4]
  • 68% of customers will pay more to work with a company with a good customer service reputation. [4]
  • Over 90% of customers think that companies “could do better” when it comes to onboarding new customers. [4]
  • 59% of customers value personalization over speed when it comes to customer service. [4]
  • 84% of customer centric companies focus on the mobile customer experience. [4]
  • 97% of people believe video is an effective tool to welcome and educate new customers. [4]
  • 62% of customers want to communicate with companies via email for customer service. [4]
  • 48% want to use the phone, 42% live chat, and 36% “Contact Us” forms.”. [4]
  • 74% of people are likely to switch brands if they find the purchasing process too difficult. [4]
  • More than 60% of US consumers say digital tools like websites, mobile apps, and live chat are their go to channels for simple inquiries. [4]
  • 80% of people have deleted an app because they didn’t know how to use it. [4]
  • By the end of 2020, 81% of retailers will deploy omni channel ecommerce platforms that support commerce across stores, mobile users, and the web. [4]
  • Data imports happen frequently 54% of survey respondents import data every single day. [2]
  • 22% of respondents import data multiple times per day. [2]
  • 23% of respondents report that it takes weeks or months to import data. [2]
  • Data formatting and data validation are the most commonly experienced issues with data onboarding, with 76% and 69% of respondents having experienced them, respectively. [2]
  • ( MyCustomer When you increase customer retention by just 5%, you can boost profits anywhere from 25. [2]
  • ( SmallBizGenius 82% of companies report that retention is cheaper than acquisition. [2]
  • 40% of customers shared that they were still required to open their accounts in person, taking the time out of their schedule to travel to a location. [5]
  • According to the report, 88% of those surveyed were able to have their bank accounts set up within a week, between both in location and digital banks. [5]
  • In looking closer at just digital customers, 98% of customers engaging with digital banks had their accounts open within a week. [5]
  • Tyson Down 6.5% Since Last Earnings Report Can It Rebound?. [5]
  • 89% of customers reported that they would pay more for companies with better customer onboarding processes, according to a recent study by Forrester Research. [6]
  • Highly engaged customers buy 86% more than unengaged customers. [6]
  • A study fromHubSpotcites 63% of customers finding this type of onboarding very inconvenient. [6]
  • Drop off rates can be as high as 75% during onboarding. [6]
  • A churn rate of 5% is expected usually. [6]
  • 86% of customers prefer a good onboarding experience over a detailed education on services after they have bought it. [6]
  • 63% of customers demand quality support post sale and during onboarding. [6]
  • According to Marous, new research confirms that about 50% of institutions say they engage in customer onboarding. [7]
  • A study reveals that nearly 40 per cent of the brits abandon the onboarding process, because they find it difficult to provide a large volume of information in a banking app or website. [8]
  • Deloitte research, from Inside Magazine Issue 16, reveals that at least 38 percent of customers drop out of the onboarding process, often as a result of frustration with the sheer volume of touchpoints and paperwork involved. [9]
  • According to Signicat’s research, up to 6 out of 10 customers abandon the digital onboarding process partway through the process. [10]
  • If customer onboarding is too long or too complicated or there was too much information required at the start, you lose 60% of your potential revenue. [10]
  • According to the Cisco Consumer Privacy Survey 2019, 84% of respondents indicated that they care about privacy and nearly half said they have left companies because of their data policies. [10]
  • According to MicKinsey & Company, 61% of users are unlikely to return to a mobile site they had trouble accessing and 40% visit a competitor’s site instead. [10]
  • According to IAB, 48% of millennials view content solely on their mobile devices. [10]
  • Find out why 63% of consumers abandoned digital banking applications in 2020 – more than ever before. [10]
  • Growth of Digital Transformation 70% of companies either have a digital transformation strategy in place or are working on one. [0]
  • 21% of companies think they’ve already completed digital transformation. [0]
  • 40% of all technology spending in 2019 will go towards digital transformation. [0]
  • 60% of companies that have undergone a digital transformation have created new business models. [0]
  • 55% of startups have adopted a digital business strategy, compared to 38% of traditional companies. [0]
  • 89% of all companies have already adopted a digital first business strategy or plan to do so. [0]
  • The top industries for digital first business strategies are services (95%), financial services (93%) and healthcare (92%). [0]
  • 39% of executives believe their companies will get the most value from digital transformation initiatives in three to five years. [0]
  • Nearly 77% of companies say their relationship with technology is average or above average. [0]
  • 65% of companies are positive about their ability to adapt to technological disruption over the next three years. [0]
  • 44% of companies have already started a digital first approach to operations and customer engagement. [0]
  • Only 7% of companies have fully implemented their digital transformations. [0]
  • more than 40% of all data analytics projects will involve customer experience. [0]
  • 27% of companies say digital transformation is a matter of survival. [0]
  • 87% of companies think digital will disrupt their industry, but only 44% are prepared for a potential digital disruption. [0]
  • 71% of digitally mature companies say they can attract new talent based on their use of data, compared to 10% of early. [0]
  • 45% of executives don’t think their company has the right technology to implement a digital transformation. [0]
  • 56% of CEOs say digital improvements have led to increased revenue. [0]
  • Digitally mature companies are 23% more profitable than their less mature peers. [0]
  • More than 50% of digital transformation efforts fizzled completely in 2018. [0]
  • 39% of outperforming companies have a fully integrated digital. [0]
  • Digital first companies are 64% more likely to achieve their business goals than their peers. [0]
  • 19% of companies have a customer experience team that helps bridge gaps in the business. [0]
  • Fewer than 30% of a company’s technology vendors are actively involved in their digital transformations. [0]
  • Of the $1.3 trillion spent on digital transformation in 2018, an estimated $900 billion was wasted when initiatives didn’t meet their goals. [0]
  • 70% of digital transformations fail, most often due to resistance from employees. [0]
  • Digital transformation and a focus on customer experience can generate a 2030% increase in customer satisfaction and economic gains of 20. [0]
  • 16% of employees in one survey said their company’s digital transformations have improved performance and are sustainable long term. [0]
  • Employees at companies with less than 100 employees are nearly three times more likely to say their digital transformation was a success than employees at companies with more than 50,000 employees. [0]
  • Impact of Customer Experience 62% of companies view customer experience delivered by a contact center as a competitive advantage. [0]
  • Consumers who have an emotional connection with a brand have a 306% higher lifetime value. [0]
  • The most common experience metrics tracked by executives are overall revenue (24%) and Net Promoter Score (23%). [0]
  • 67% of consumers will pay more for a great experience. [0]
  • 74% of business buyers say they’ll pay more for a better B2B experience. [0]
  • 76% of consumers expect companies to understand their needs and expectations. [0]
  • 31% of companies are actually experience. [0]
  • 79% of U.S. consumers only consider brands that show they care. [0]
  • 70% of the buying experience is based on how the customer feels they are treated. [0]
  • Omnichannel Experience Companies with the strongest omnichannel experiences retain 89% of their customers on average, compared to 33% retention for companies with weak omnichannel customer experience. [0]
  • 89% of customers get frustrated when they have to repeat their question to multiple customer service agents. [0]
  • The percentage of companies investing in omnichannel experience has increased to more than 80% from 20%. [0]
  • 83% of consumers say they want the ability to move between channels when talking to a brand, but only 50% of companies support cross. [0]
  • 73% of shoppers use more than one channel during their shopping journey. [0]
  • Growing Technologies 84% of customer centric companies focus on the mobile customer experience. [0]
  • 36% of contact centers use any kind of cloud technology. [0]
  • 93% of companies consider innovative technologies as necessary to reaching their digital transformation goals. [0]
  • 60% of businesses in North America use public cloud platforms, a five time jump from the number that used them five years ago. [0]
  • 60% of executives believe connected technology and the Internet of Things will play an important role in their company’s digital strategy. [0]
  • 68% of global business leaders believe the future of business involves humans and AI working together. [0]
  • 70% of businesses will use a multi cloud strategy in 2019, up from less than 10% in 2017. [0]
  • 80% of companies have already adopted AI chatbots or have plans to do so by 2020. [0]
  • 84% of customer centric companies prioritize their mobile customer experience. [0]
  • 76% of companies are investing in emerging technologies. [0]
  • 86% of companies believe cloud technology is critical to digital transformation. [0]
  • Transformation Leadership and the Workforce 25% of CIOs will take more control of digital transformation initiatives in 2019. [0]
  • 28% of digital transformations are led by the CIO, and 23% are owned by the CEO. [0]
  • 71% of leaders say the workforce is important in supporting their digital transformation strategy. [0]
  • 70% of companies say their CEO has an adequate or above average practical understanding of new technology. [0]
  • 40% of companies have dedicated digital transformation teams in place. [0]
  • 37% of companies say digital transformation helped them create new jobs. [0]
  • 20% of employees said their company’s leadership doesn’t know what to do with digital transformation. [0]
  • A survey of employees found the most common obstacle for digital transformation was the CEO at 35%. [0]
  • 80% of companies say their digital transformation efforts involve multiple business units or the entire company. [0]
  • Companies with an engaged Chief Digital Officer are 1.6 times more likely to report a successful digital transformation. [0]
  • 55% of digitally maturing companies say they need new leaders in order to succeed in the digital environment. [0]
  • 81% of employees at digitally mature companies say innovation is a strength of the company, compared to just 10% of employees at early. [0]
  • Customers and Technology Intelligent systems will drive 70% of customer interactions 63% of customers are happy to get service from a bot as long as they have the option to talk to a human agent if needed. [0]
  • 54% of consumers contacted brands by email in 2018, making it the most commonly used customer service channel over voice. [0]
  • Customers who have a bad experience with a website are 88% less likely to return. [0]
  • 61% of consumers won’t return to a mobile site that had trouble accessing. [0]
  • 40% of consumers end up visiting a competitor’s website if they have trouble accessing a company’s mobile site. [0]
  • By 2020, an estimated 25% of all customer service operations will use virtual customer assistants. [0]
  • 92% of customers are satisfied using live chat services, making it the support channel that leads to the highest customer satisfaction. [0]
  • half of global contact center leaders predict their contact centers will grow by 5 10% in the next year. [0]
  • 75% of online customers expect a response within five minutes. [0]
  • 60% of companies think they have a good mobile experience, but only 22% of customers agree. [0]
  • 78% of consumers use mobile devices to connect with brands for customer service. [0]
  • The number jumps to 90% of Millennials. [0]
  • 65% of consumers research a product online before going to a physical store. [0]
  • 30% of U.S. consumers say they find customer service chatbots very effective at resolving issues, and 12% said chatbots aren’t at all effective. [0]
  • 60% of American consumers say they prefer digital self service tools for customer support, such as an online knowledge base, app or chatbot. [0]
  • 80% of Millennials are more willing to purchase from brands that have a mobile customer service portal. [0]
  • 1 GREAT EMPLOYEE ONBOARDING CAN IMPROVE EMPLOYEE RETENTION BY 82%. [11]
  • Research by Brandon Hall Group found that organizations with a strong onboarding process improve new hire retention by 82 percent and productivity by over 70 percent. [11]
  • 2 88% of organizations ‍don’t onboard. [11]
  • well Gallup found that only 12% of employees strongly agree their organization does a great job of onboarding new employees. [11]
  • That means 88% don’t believe their organizations do a great job of onboarding, and that leaves a lot of room for improvement!. [11]
  • 3 58% of organizations say their onboarding program is focused on processes and paperwork. [11]
  • It’s no surprise that only 12 percent of employees think their organization does a great job onboarding, when HCI found that more than half of organizations focus their employee onboarding on processes and paperwork. [11]
  • 4 1 in 5 new hires are unlikely to recommend an employer. [11]
  • That’s why it’s a shame that 20 percent of new hires are unlikely to recommend an employer to a friend or family member. [11]
  • However, a new team member’s willingness to refer increases 93 percent when they get multiple options to communicate goals, meet team members, and get questions answered prior to their start date. [11]
  • When they complete employee pre boarding online prior to their start date, their willingness to refer increases 83 percent. [11]
  • And when they get a call from the hiring manager prior to their first day, their willingness to refer also increases 83 percent. [11]
  • 6 New team member productivity hovers around 25% during the first 30 days A week long onboarding program is a common practice at many organizations, but a week is hardly enough time for a new hire to become acclimated to their company, culture, and role. [11]
  • In fact, only 29 percent of new hires say they feel fully prepared and supported to excel in their role after their onboarding experience. [11]
  • Data suggests that new hires have a 25 percent productivity rate in their first month on the job after completing new employee training. [11]
  • That number then increases to 50 percent in their second month of work and 75 percent in their third month on the job. [11]
  • Employees who strongly agree they have a clear plan for their professional development are 3.5 times more likely to strongly agree that their onboarding process was exceptional. [11]
  • Soliciting new hire feedback improves your relationship by 91%. [11]
  • 26 percent of new employees recall being asked for feedback on their candidate journey and the hiring process before their start date. [11]
  • But when employers ask for feedback, new hires are 91 percent more willing to increase their relationship out of the gate. [11]
  • New team members who were asked to provide feedback prior to their start date also had a 79 percent increase in willingness to refer others. [11]
  • 9 70% of team members who had exceptional onboarding experiences say they have “the best possible job” Employees who say they had exceptional onboarding experiences are 2.6 times more likely to be extremely satisfied with their workplace. [11]
  • In fact, 70 percent of those with exceptional onboarding experiences say they have “the best possible job.”. [11]
  • Investing more in communication and engagement during the pre boarding process can improve the onboarding experience by 83 percent. [11]
  • And a quick call from the hiring manager can increase a candidate’s great experience and willingness to increase their relationship with the employer by 68 percent. [11]
  • When the manager takes an active role in onboarding, team members are 3.4 times as likely to feel like their onboarding process was successful. [11]
  • 10 83% of employers use an employee onboarding solution to help manage and execute their processes consists of 54 activities. [11]
  • That’s perhaps why onboarding systems continue to be a top 10 technology investment, with 83 percent of employers saying they have one currently in place. [11]
  • According to Deloitte , 38% of customers consider user experience the most important criterion when choosing a digital bank. [12]
  • If the customer fails to take target actions, there is a 90% probability that they won’t do that in the future. [12]
  • More than 90% of customers believe companies could do better when onboardingnew clients and users. [13]
  • The onboarding process – the support they’ll likely receive shortly after purchase – is essential to two thirds (63%). [13]
  • New research demonstrates that customers are 2.4 times more likely to stick with a brand when their problems are solved more quickly . [1]
  • 76% of people are more likely to recommend a brand that delivers simple experiences, up 12% since 2018 Siegel+Gale 32% of all customers would stop doing business with a brand they loved after one bad support experience . [1]
  • The overwhelming majority (89%) of customers will make their poor support experience known to others . [1]
  • When thinking about online purchases, customers rank customer ratings and reviews (94%). [1]
  • (PowerReviews Suggesting a growing level of trust in new experiences, by 2025, 108 million Americans are expected to make purchases via social commerce (Statista 82% of consumers expect to continue reaching out for customer care at pandemic. [1]
  • What’s more, 10% indicate that their contact rates will rise even higher . [1]
  • The top 5% of brands that scored the highest on Forrester’sU.S. 2021 Customer Experience Indexchanged their approach to CX during the pandemic to meet core customer needs, such as digital transformation, shopping options and safer interactions . [1]
  • Due to the perceived convenience and positive experiences, most Americans will keep taking a digital approach to shopping (71%), banking (92%) and engaging in e health and wellness activities (77%). [1]
  • (TELUS International Online gaming has increased in popularity, with 39% of Americans saying they’d never purchased an online video game or downloadable content before the pandemic. [1]
  • Of those respondents, 71% said they’ll continue to make similar purchases after the pandemic . [1]
  • It’s predicted that enterprise workloads deployed in cloud infrastructure and platform services will increase from 20% in 2020 to 40% by 2024 . [1]
  • The majority of executives anticipate that AI will help make business processes more efficient (74%), create new business models (55%) and generate new products and services (54%) . [1]
  • 37% of technology executives indicated that one of the top reasons they implemented chatbots was to automate internal processes, such as an IT Service Desk or an HR bot. [1]
  • (TELUS International Employees work more effectively and efficiently when using bots to automate the following activities IT troubleshooting (57%), data entry (45%) and schedule management (44%). [1]
  • (TELUS International Bots have become essential for recruiting and hiring, with employees expecting bots to assist with prospecting candidates (55%). [1]
  • , scheduling interviews (51%) and conducting interviews (44%) . [1]
  • Like this example from Dyson on how to use their Smart Ball upright vacuum It’s easy to see why 91% of people have watched a video to better understand a physical product. [14]
  • You can see more about this on our onboarding videos page 65% of customers say video is their favourite way to get to know how to use a product or service Consumers. [14]
  • People watch an average of 16 hours of online video per week – a 52% increase in the last 2 years – and are twice as likely to share video content with their friends than any other type of content. [14]

I know you want to use Digital Customer Onboarding Software, thus we made this list of best Digital Customer Onboarding Software. We also wrote about how to learn Digital Customer Onboarding Software and how to install Digital Customer Onboarding Software. Recently we wrote how to uninstall Digital Customer Onboarding Software for newbie users. Don’t forgot to check latest Digital Customer Onboarding statistics of 2024.

Reference


  1. forbes – https://www.forbes.com/sites/blakemorgan/2019/12/16/100-stats-on-digital-transformation-and-customer-experience/.
  2. telusinternational – https://www.telusinternational.com/articles/digital-customer-experience-stats.
  3. flatfile – https://flatfile.com/blog/onboarding-statistics/.
  4. userguiding – https://userguiding.com/blog/user-onboarding-statistics/.
  5. hubspot – https://blog.hubspot.com/service/customer-onboarding-stats.
  6. nasdaq – https://www.nasdaq.com/articles/why-the-customer-onboarding-process-is-more-important-than-ever-for-banks-2021-06-11.
  7. signzy – https://signzy.com/blog/optimized-digital-onboarding/.
  8. customercontactweekdigital – https://www.customercontactweekdigital.com/customer-experience/articles/onboarding-the-make-or-break-phase-of-the-retail-banking-customer-experience.
  9. datasciencecentral – https://www.datasciencecentral.com/how-digital-customer-onboarding-is-improving-customer-retention/.
  10. refinitiv – https://www.refinitiv.com/perspectives/financial-crime/customer-onboarding-in-a-locked-down-world/.
  11. finextra – https://www.finextra.com/blogposting/19624/basics-of-digital-onboarding-what-are-the-consequences-of-bad-customer-onboarding.
  12. saplinghr – https://www.saplinghr.com/10-employee-onboarding-statistics-you-must-know-in-2024.
  13. finextra – https://www.finextra.com/blogposting/17959/how-can-digital-customer-onboarding-in-banks-increase-sales-and-build-loyalty.
  14. skilljar – https://www.skilljar.com/blog/4-signs-you-need-customer-onboarding-software/.
  15. wyzowl – https://www.wyzowl.com/power-of-onboarding-videos/.

How Useful is Digital Customer Onboarding

One of the key highlights of digital customer onboarding is the elimination of physical paperwork. In the past, customers had to spend a considerable amount of time and effort in filling out numerous paper forms, which could be overwhelming and time-consuming. With digital onboarding, this cumbersome process has been completely digitalized, allowing customers to complete all necessary steps from the comfort of their own homes. Moreover, it saves businesses a significant amount of resources and storage space that would otherwise be dedicated to housing countless paper documents.

Furthermore, with digital onboarding, there is no longer a need for customers to wait in long queues or visit physical branches to open accounts or access services. Instead, they can easily complete the onboarding process online, at a time and place that suits them best. This not only makes the process more convenient for customers, but it also enhances customer satisfaction, as they are no longer bound by the limitations of traditional banking hours or specific geographical locations.

Another significant benefit of digital onboarding is the speed at which it can be completed. Manual onboarding processes would often take days, if not weeks, to complete, causing frustration for customers and delaying potential business opportunities. Digital onboarding, on the other hand, streamlines the entire process, allowing customers to complete it within minutes or hours. This expedited process enhances business efficiency and unlocks potential revenue possibilities that were not available before.

Digital onboarding also ensures greater accuracy and reduced errors. By eliminating the need for handwriting and manual data entry, the risk of mistakes is minimized. Often, errors in paper-based onboarding would result in delays and additional steps to rectify the mistakes. Digital onboarding mitigates this risk, enabling businesses to verify information in real-time. Furthermore, it allows for automatic digital data validation, making the process more robust and less prone to human error.

Additionally, digital customer onboarding provides businesses with access to a treasure trove of valuable data. By capturing customer information digitally, businesses can gather insights on customer behaviors and preferences. This data can assist in tailoring products and services to better suit individual needs, creating a more personalized customer experience. This, in turn, fosters customer loyalty and advocacy, as it demonstrates that the business truly understands and caters to their unique requirements.

In conclusion, digital customer onboarding has brought immense value to businesses and customers alike. The elimination of physical paperwork, increased convenience, expedited process, decreased errors, and access to valuable insights are just some of the benefits of embracing digital onboarding. Its rising popularity is a testament to its potential to revolutionize many industries, ensuring a seamless experience for customers while increasing operational efficiency. With technology continually advancing, digital onboarding will only continue to evolve, benefiting both businesses and customers in the long run.

In Conclusion

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We tried our best to provide all the Digital Customer Onboarding statistics on this page. Please comment below and share your opinion if we missed any Digital Customer Onboarding statistics.

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