{
  "docId": "019dd923-5ca1-7489-b636-1f29d1af210a",
  "docSlug": "60507f7e69f46c0f",
  "documentTitle": "Bridging Customer Experience Gap",
  "authorId": "Cognizant",
  "authorName": "Cognizant",
  "documentKindSlug": "consulting-deck",
  "documentKindLabel": "Consulting deck",
  "sourceTypeSlug": "strategy_consulting",
  "sourceTypeLabel": "Strategy consulting",
  "presentationDate": null,
  "orientation": "portrait",
  "aspectRatio": 0.707,
  "pageNumber": 12,
  "pageCount": 56,
  "prevPage": 11,
  "nextPage": 13,
  "slideType": "data_table",
  "function": "analyze_data",
  "density": "dense",
  "nDataPoints": 30,
  "notes": "Contains two distinct tables: Table 1 (Marketer vs Consumer ratings) and Table 2 (NPS by sector).",
  "elementsJson": [
    "data_table",
    "data_table"
  ],
  "metadataConfidence": 1,
  "imagePath": null,
  "slideHref": "/slides/019dd923-5ca1-7489-b636-1f29d1af210a/12",
  "deckHref": "/decks/019dd923-5ca1-7489-b636-1f29d1af210a",
  "deckJsonHref": "/decks/019dd923-5ca1-7489-b636-1f29d1af210a.json",
  "deckAnchorHref": "/decks/019dd923-5ca1-7489-b636-1f29d1af210a#slide-12",
  "components": [
    {
      "bbox": null,
      "kind": "metric",
      "text": "Net Promoter Score: 36",
      "attrs": null,
      "subkind": "primary",
      "toolName": "Quantification",
      "toolSlug": "quantification",
      "confidence": null,
      "componentId": "019dd951-ba89-733e-9800-1ed6a08ab44b",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.05,
        "w": 0.7,
        "x": 0.095,
        "y": 0.755
      },
      "kind": "paragraph",
      "text": "Methodology note: Consumers were asked the following question: 'Based on the online experience with this company, how likely are you to recommend this brand to a friend or colleague?'",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "ad764c3c-3dc6-4b53-aa7a-72fb83ad2a88",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.08,
        "w": 0.8,
        "x": 0.095,
        "y": 0.34
      },
      "kind": "paragraph",
      "text": "Methodology note: Consumers were asked to rate a specific brand they had dealt with online in the previous six months...",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "eb6a7de7-7d62-4683-971a-b4278c1b7967",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.15,
        "w": 0.8,
        "x": 0.095,
        "y": 0.18
      },
      "kind": "table",
      "text": "Marketers vs Consumers ratings for Online customer experience and Consistency of overall customer experience",
      "attrs": null,
      "subkind": "data",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "b7740471-6880-4b10-ad58-6358dbed70fe",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.25,
        "w": 0.8,
        "x": 0.095,
        "y": 0.5
      },
      "kind": "table",
      "text": "NPS breakdown by sector: High-street retail, Banking, Utilities, Mobile phone operators, Insurance, Private healthcare",
      "attrs": null,
      "subkind": "kpi",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "61f8deaa-a726-4c6b-8964-0c17dfa77b39",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.03,
        "w": 0.7,
        "x": 0.095,
        "y": 0.118
      },
      "kind": "title",
      "text": "Table 1: How consumer and marketer ratings for customer experience compare (average score out of 10)",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "7e9c9a13-52db-4dee-bf7c-532e1fa000b5",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.05,
        "w": 0.7,
        "x": 0.095,
        "y": 0.445
      },
      "kind": "title",
      "text": "Consumer survey\nTable 2: Online customer experience Net Promoter Score by sector",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "970c3ee3-762c-47d8-aa03-65434615ee33",
      "frameworkName": null,
      "frameworkSlug": null
    }
  ],
  "metrics": [
    {
      "metricRaw": "Net Promoter Score",
      "numberRaw": "36",
      "numberKind": "plain",
      "actionTitle": null,
      "calloutText": null,
      "numberScale": null,
      "numberValue": 36,
      "metricFamily": "survey_sentiment",
      "numberCurrency": null
    }
  ],
  "tools": [
    {
      "name": "Data-Ink Ratio",
      "slug": "data-ink-ratio",
      "agent": "Designer",
      "layer": "slide",
      "matchId": "019de784-0f8d-706b-9502-acd505e36de4",
      "evidence": "Clean tables with minimal chrome",
      "confidence": 65
    },
    {
      "name": "Small Multiples",
      "slug": "small-multiples",
      "agent": "Designer",
      "layer": "slide",
      "matchId": "019de784-0f6a-74ab-96f6-16d59ea678d1",
      "evidence": "Two side-by-side comparison tables (marketer vs consumer; sector NPS)",
      "confidence": 80
    }
  ],
  "frameworks": [
    {
      "name": "Net Promoter Score",
      "slug": null,
      "matchId": "019de784-1a01-7608-976e-33e1daa8c85e",
      "evidence": "Table 2 shows sector NPS with the 50+ benchmark callout",
      "confidence": 85
    },
    {
      "name": "Net Promoter Score",
      "slug": null,
      "matchId": "57349ab1-9943-4094-b9ae-b4923abba618",
      "evidence": "Table 2 explicitly calculates and displays Net Promoter Score by sector.",
      "confidence": 1
    }
  ],
  "arcBeats": [
    {
      "to": 47,
      "from": 11,
      "beatId": "019de784-095f-73d8-bd0e-98b3a0ba82f7",
      "arcName": "The Consultant's Gambit",
      "arcSlug": "consultants-gambit",
      "beatName": "Evidence & Proof",
      "beatSlug": null,
      "evidence": "Each gap proven with marketer/consumer data tables and charts",
      "position": 4,
      "confidence": 78,
      "parentBeatName": null,
      "parentBeatSlug": null
    },
    {
      "to": 16,
      "from": 11,
      "beatId": "019de784-0a34-739f-a734-884002480610",
      "arcName": "The Onion",
      "arcSlug": "onion",
      "beatName": "First Layer",
      "beatSlug": null,
      "evidence": "Experience delivery gap exposed in marketer/consumer data",
      "position": 2,
      "confidence": 60,
      "parentBeatName": null,
      "parentBeatSlug": null
    }
  ],
  "loops": [
    {
      "to": 16,
      "from": 11,
      "name": "Tale Two Worlds",
      "slug": "04-tale-two-worlds",
      "bestFor": "Competitive analysis, benchmarking, case for change",
      "matchId": "019de784-0af7-7307-a39c-85cfea66c9ea",
      "evidence": "p.11 frames the disconnect; pp.12,15,16 paired marketer-vs-consumer tables and histograms",
      "position": 3,
      "objective": "Contrast marketer self-rating vs consumer rating of CX",
      "structure": "Current State -> Desired State / Benchmark -> The Gap & Implication",
      "confidence": 85,
      "description": "Show the gap between two states to drive urgency or highlight opportunity"
    }
  ],
  "imagePathAlt": null,
  "thumbSrc": null,
  "thumbSrcAlt": null,
  "locked": true
}