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Oliver Wyman · consulting-deck

Customer Experience: The 14BN Risk Noted for Discussion

43 pages · 3 arc beats · 2 loops

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Customer Experience: The 14BN Risk Noted for Discussion

Oliver Wyman
arc beats above · slides in the middle · loops below · scroll → 2 LOOPS
SETUP TENSION ANALYSIS EVIDENCE RESOLUTION APPENDIX
HOVER FOR DETAILS · CLICK A SLIDE FOR FULLSCREEN · STEP 2
— No image bound to this slide. Wire up imgproxy to display the rendered slide JPEG.
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Deck intelligence map

3
coverage by narrative range · generated from this deck JSON
Narrative range 25 total
Metadata
Components
Metrics
Tools
Frameworks
Beats
Loops
Situation & Context 4 slides 100% 4/4 slides 100% 4/4 slides · 33 hits
— 0/4 slides
— 0/4 slides
75% 3/4 slides 100% 4/4 slides 75% 3/4 slides Problem & Complication 7 slides 100% 7/7 slides 100% 7/7 slides · 39 hits
— 0/7 slides
14.3% 1/7 slides 42.9% 3/7 slides 100% 7/7 slides
— 0/7 slides
Solution & Approach 14 slides 100% 14/14 slides 100% 14/14 slides · 74 hits
— 0/14 slides
57.1% 8/14 slides · 10 hits 71.4% 10/14 slides · 11 hits 100% 14/14 slides 28.6% 4/14 slides

Slide inventory

43
every slide · same image gating as the playbook
01
Slide 1
front_matter
Open slide detail
02
other
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03
front_matter
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04
The slide uses a simple additive framework to show how two factors (Customer Experience and Digitisation) lead to a quantified financial risk.frame_problem
Open slide detailBeat · Situation & Context
05
The slide uses a series of icons and metrics to illustrate the consequences of bad customer experiences, ranging from churn to reduced margins.quantify_impact
Open slide detailBeat · Situation & ContextLoop · Cost Of Inaction
06
The slide uses a mathematical formula structure to explain the CVaR calculation.present_framework
Open slide detailBeat · Situation & ContextLoop · Cost Of Inaction
07
The slide uses a visual equation format (Value x Probability x Loss = CVaR) to size the market opportunity.size_opportunity
Open slide detailBeat · Situation & ContextLoop · Cost Of Inaction
08
transition
Open slide detailBeat · Problem & Complication
09
The chart uses vertical lines for each country and color-coded dots to represent different bank categories.compare_peers
Open slide detailBeat · Problem & Complication
10
Uses a broken axis (indicated by //) to display data. Categorization based on 16 digitisation KPIs.compare_peers
Open slide detailBeat · Problem & Complication
11
The chart highlights a consistent trend where digital banks outperform traditional banks in customer recommendation scores.compare_peers
Open slide detailBeat · Problem & Complication
12
The slide uses a flow-diagram style to represent net customer acquisition rates for digital banks.analyze_data
Open slide detailBeat · Problem & Complication
13
The chart uses a line-based visualization to show the gap between performance tiers across 12 distinct service attributes.compare_peers
Open slide detailBeat · Problem & Complication
14
The slide highlights that non-digital channels (Branch, RM, Call Center) generally exhibit higher hassle rates than digital channels (Online, App).diagnose
Open slide detailBeat · Problem & Complication
15
transition
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16
analyze_data
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17
The slide uses a waterfall-style decomposition to show the funnel of customers from 'Total market' to 'Didn't and don't want to change'.compare_options
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18
The slide uses a 2x2 matrix to map customer behavior, with additional stacked bar charts on the right to summarize the distribution.decompose_segments
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19
The slide uses a 2x2 matrix to map channel interaction types (Branch vs Online) against touch intensity.decompose_segments
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20
The chart uses stacked bar segments to show the distribution of channel preference by age cohort.analyze_data
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21
The slide uses donut charts to represent survey percentages regarding consumer banking preferences.quantify_impact
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22
transition
Open slide detailBeat · Solution & ApproachLoop · Golden Circle
23
The slide uses a numbered process flow arranged in a non-linear layout.present_solution
Open slide detailBeat · Solution & ApproachLoop · Golden Circle
24
The slide uses a two-column layout to contrast survey capabilities with client work methodology.present_solution
Open slide detailBeat · Solution & ApproachLoop · Golden Circle
25
The slide uses a 3D cube visualization to represent the intersection of client segments, interactions, and channels.present_framework
Open slide detailBeat · Solution & ApproachLoop · Golden Circle
26
The slide uses a scatter plot to show the relationship between Hassles rate and CVaR, followed by a heatmap table to detail specific segments with higher hasslediagnose
Open slide detailBeat · Solution & Approach
27
The slide uses a table-like structure to define 'Experience promise layers' for three attributes: Approachable, Simple, and Transparent.present_framework
Open slide detailBeat · Solution & Approach
28
The slide uses a grid layout to categorize KPIs by channel (rows) and journey stage (columns).present_framework
Open slide detailBeat · Solution & Approach
29
Uses a matrix-style layout to map channels (rows) against customer journey phases (columns).present_framework
Open slide detailBeat · Solution & Approach
30
The slide uses a traffic light system (red/yellow/green) to visualize performance against experience promises across a customer journey matrix.diagnose
Open slide detailBeat · Solution & Approach
31
Uses a Venn diagram to show the intersection of design phases leading to a 'Solution', and a secondary list for the Desirable/Feasible/Viable framework.present_framework
Open slide detailBeat · Solution & Approach
32
The slide outlines a collaborative workshop methodology.present_solution
Open slide detailBeat · Solution & Approach
33
The slide uses a process flow diagram to show how raw data (left) feeds into a central management tool (center), which then outputs actionable insights (right).present_solution
Open slide detailBeat · Solution & Approach
34
Includes a note about a phase zero for data requests.plan_implementation
Open slide detailBeat · Solution & Approach
35
transition
Open slide detailBeat · Solution & Approach
36
The slide uses a numbered list format to present six distinct pillars of the firm's capabilities.summarize
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37
The slide uses a waterfall chart to illustrate the CVaR calculation and a data table to break down risk by interaction type.illustrate_case
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38
The slide showcases various thought leadership reports and describes the methodology of their Customer Experience Centre of Excellence.establish_context
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39
summarize
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40
appendix
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41
The slide includes a 'Not to be used in client meetings' watermark.compare_peers
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42
other
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43
front_matter
Open slide detail