Cognizant · consulting-deck
Bridging Customer Experience Gap
56 pages · 5 arc beats · 8 loops
Bridging Customer Experience Gap
Cognizant arc beats above · slides in the middle · loops below · scroll → 8 LOOPS
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Deck intelligence map
5 coverage by narrative range · generated from this deck JSON
Narrative range 56 total
Metadata
Components
Metrics
Tools
Frameworks
Beats
Loops
Situation & Context 3 slides 100% 3/3 slides 100% 3/3 slides · 12 hits — 0/3 slides
100% 3/3 slides · 7 hits — 0/3 slides
100% 3/3 slides — 0/3 slides
Problem & Complication 2 slides 100% 2/2 slides 100% 2/2 slides · 17 hits 100% 2/2 slides 100% 2/2 slides · 7 hits — 0/2 slides
100% 2/2 slides · 4 hits 100% 2/2 slides Solution & Approach 5 slides 100% 5/5 slides 100% 5/5 slides · 33 hits — 0/5 slides
100% 5/5 slides · 10 hits 20% 1/5 slides 100% 5/5 slides 40% 2/5 slides Evidence & Proof 37 slides 100% 37/37 slides 100% 37/37 slides · 290 hits 73% 27/37 slides 100% 37/37 slides · 82 hits 8.1% 3/37 slides · 4 hits 100% 37/37 slides · 74 hits 100% 37/37 slides Impact & Next Steps 9 slides 100% 9/9 slides 88.9% 8/9 slides · 58 hits 55.6% 5/9 slides 66.7% 6/9 slides 11.1% 1/9 slides 100% 9/9 slides — 0/9 slides
Slide inventory
56 every slide · same image gating as the playbook
04
The slide uses a three-column-like layout (though presented as two columns) to categorize organizational challenges.diagnose
05
The slide uses a list-based structure to detail specific barriers to CX improvement.diagnose
09
Includes a personal quote/perspective from Jon Davie, Chief Client Officer at Zone.establish_context
Open slide detailBeat · Solution & Approach
10
Includes details on survey fielding (July-August 2018), sample sizes (1,019 business, 1,200 consumer), and statistical modeling (multiple regression).present_framework
Open slide detailBeat · Solution & Approach
11
The slide serves as an introduction to the report's findings, referencing data tables that appear on subsequent pages.establish_context
12
Contains two distinct tables: Table 1 (Marketer vs Consumer ratings) and Table 2 (NPS by sector).analyze_data
13
The slide uses a word cloud to visualize qualitative survey results alongside quantitative NPS benchmark data.compare_peers
14
Page 14 of a report titled 'Bridging the Customer Experience Gap'.summarize
15
The charts display frequency distributions of survey responses on a 1-10 scale.analyze_data
16
The slide contains two distinct tables (Table 3 and Table 4) showing percentage distributions of customer ratings (1-10) across six industry sectors.analyze_data
17
The slide references a 'Figure 4' which is not present on this page.diagnose
18
The chart displays stacked percentages for each capability, totaling the values shown at the end of each bar.analyze_data
19
The slide analyzes capability gaps in CX, specifically noting that technology, organizational structure, and processes are often rated as 'okay' or worse.analyze_data
20
Figure 6: How marketers rate their organisations' capabilities in the areas they perceive to be most important for a first-class customer experienceanalyze_data
21
The slide includes a testimonial from Sanjit Badhan and a stacked bar chart showing investment levels (Increasing, Keeping the same, Decreasing).illustrate_case
23
Includes a quote from Adrienne Gormley of Dropbox.frame_problem
24
Figure 8: Please indicate whether you agree or disagree with the following statements relating to your customer experience.analyze_data
25
The slide uses a large pull-quote style statistic as the primary headline, followed by two columns of narrative text.illustrate_case
26
Includes a quote from Maya Moufarek of Pharmacy2U regarding indicators of customer experience mismatch.analyze_data
28
The slide uses a narrative structure to explain the necessity of integrated technology stacks for effective CX.frame_problem
29
Figure 10: Please indicate whether you agree or disagree with the following statements relating to your customer experience.analyze_data
30
The slide uses a large pull-quote as the primary visual anchor.diagnose
31
The slide includes a quote from a respondent regarding organizational complexity and references findings from other sections of the report.diagnose
32
The slide highlights organizational and technical barriers to data sharing.analyze_data
33
Includes references to Design Management Institute's Design Value Index.establish_context
35
Includes a pull-quote from Maya Moufarek of Pharmacy2U and references Figure 14.summarize
37
The slide serves as a transition/introductory page for a section discussing a perception gap in CX priorities.transition
38
Methodology note explains the use of multiple regression to isolate the impact of each attribute on overall customer satisfaction.analyze_data
40
Figure 15. Respondents: 784.analyze_data
42
The chart displays 10 distinct criteria rated on a 5-point scale from Excellent to Very poor.analyze_data
43
Methodology note: Index percentages are calculated by dividing the industry value by the total sample value.analyze_data
45
The slide uses icons to categorize industry-specific customer experience insights.summarize
48
Figure 17: How important are the following aspects of the online customer experience for your customers?appendix
Open slide detailBeat · Impact & Next Steps
50
The data represents likelihood to recommend a brand based on online experience.analyze_data
Open slide detailBeat · Impact & Next Steps
51
Figure 21: In which business sector is your organisation?analyze_data
Open slide detailBeat · Impact & Next Steps
52
The slide contains two separate charts: a horizontal bar chart for business function and a vertical bar chart for company revenue.analyze_data
Open slide detailBeat · Impact & Next Steps
56
The slide is entirely empty, featuring only a dark blue background with a subtle geometric diagonal gradient.filler
Open slide detailBeat · Impact & Next Steps