{
  "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": 2,
  "pageCount": 56,
  "prevPage": 1,
  "nextPage": 3,
  "slideType": "table_of_contents",
  "function": "front_matter",
  "density": "balanced",
  "nDataPoints": 0,
  "notes": null,
  "elementsJson": [
    "numbered_list"
  ],
  "metadataConfidence": 1,
  "imagePath": null,
  "slideHref": "/slides/019dd923-5ca1-7489-b636-1f29d1af210a/2",
  "deckHref": "/decks/019dd923-5ca1-7489-b636-1f29d1af210a",
  "deckJsonHref": "/decks/019dd923-5ca1-7489-b636-1f29d1af210a.json",
  "deckAnchorHref": "/decks/019dd923-5ca1-7489-b636-1f29d1af210a#slide-2",
  "components": [
    {
      "bbox": {
        "h": 0.625,
        "w": 0.606,
        "x": 0.197,
        "y": 0.236
      },
      "kind": "list",
      "text": "1. Executive summary 3\n2. Recommendations 6\n3. Foreword 8\n4. Methodology 10\n5. The experience delivery gap: how consumers and marketers rate CX 11\n6. The capabilities gap: core components of a great customer experience 17\n7. The culture gap: importance of a customer-centric culture 23\n8. The technology and data gap: the challenge of legacy infrastructure and data silos 28\n9. The design gap: mastering front-end design and content 33\n10. The perception gap: prioritising attributes of the online experience 37\n11. Appendix 48\n11.1. Additional data 48\n11.2. Business respondent profiles 51\nAbout Econsultancy 53\nAbout Cognizant 54\nAbout Zone 55",
      "attrs": null,
      "subkind": "numbered",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "f7200bd1-377f-4603-a5f4-ba2ae1bf3e4a",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.045,
        "w": 0.242,
        "x": 0.197,
        "y": 0.138
      },
      "kind": "title",
      "text": "Contents",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "06bf0580-3b23-4660-9a6e-e1a63b9838d6",
      "frameworkName": null,
      "frameworkSlug": null
    }
  ],
  "metrics": [],
  "tools": [
    {
      "name": "Chunking",
      "slug": "chunking",
      "agent": "Architect",
      "layer": "loop",
      "matchId": "019de784-0c47-734e-a326-1d6d9eeaad0e",
      "evidence": "TOC structures content into navigable sections",
      "confidence": 70
    }
  ],
  "frameworks": [],
  "arcBeats": [
    {
      "to": 3,
      "from": 1,
      "beatId": "019de784-0901-76dc-be0a-08d8e4036b63",
      "arcName": "The Consultant's Gambit",
      "arcSlug": "consultants-gambit",
      "beatName": "Situation & Context",
      "beatSlug": null,
      "evidence": "Cover, TOC, exec summary intro frames the research scope",
      "position": 1,
      "confidence": 78,
      "parentBeatName": null,
      "parentBeatSlug": null
    }
  ],
  "loops": [],
  "imagePathAlt": null,
  "thumbSrc": null,
  "thumbSrcAlt": null,
  "locked": true
}