{
  "docId": "019dd923-5ca1-7489-b636-4d7ee8f9c7f1",
  "docSlug": "f3de2c617bd83f56",
  "documentTitle": "2023 Global Shared Services and Outsourcing Survey",
  "authorId": "Deloitte",
  "authorName": "Deloitte",
  "documentKindSlug": "consulting-deck",
  "documentKindLabel": "Consulting deck",
  "sourceTypeSlug": "strategy_consulting",
  "sourceTypeLabel": "Strategy consulting",
  "presentationDate": null,
  "orientation": "landscape",
  "aspectRatio": 1.778,
  "pageNumber": 23,
  "pageCount": 29,
  "prevPage": 22,
  "nextPage": 24,
  "slideType": "kpi_dashboard",
  "function": "analyze_data",
  "density": "dense",
  "nDataPoints": 15,
  "notes": "The slide presents two distinct datasets: a donut chart for challenges and a horizontal bar chart for improvement initiatives.",
  "elementsJson": [
    "headline_text",
    "donut_chart",
    "bar_chart_horizontal",
    "bullet_list"
  ],
  "metadataConfidence": 1,
  "imagePath": null,
  "slideHref": "/slides/019dd923-5ca1-7489-b636-4d7ee8f9c7f1/23",
  "deckHref": "/decks/019dd923-5ca1-7489-b636-4d7ee8f9c7f1",
  "deckJsonHref": "/decks/019dd923-5ca1-7489-b636-4d7ee8f9c7f1.json",
  "deckAnchorHref": "/decks/019dd923-5ca1-7489-b636-4d7ee8f9c7f1#slide-23",
  "components": [
    {
      "bbox": null,
      "kind": "callout",
      "text": "~70% of GBS organizations have either implemented or are planning to implement customer experience and user-centric design as a capability.",
      "attrs": null,
      "subkind": null,
      "toolName": "Visual emphasis",
      "toolSlug": "visual-emphasis",
      "confidence": null,
      "componentId": "019dd951-c23a-740d-9796-a8cc04a2bcea",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.35,
        "w": 0.45,
        "x": 0.51,
        "y": 0.3
      },
      "kind": "chart",
      "text": "Steps organizations are taking to drive better customer experience",
      "attrs": null,
      "subkind": "bar-horizontal",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "5a23e231-1549-4cc8-852c-370dca0657dd",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.35,
        "w": 0.25,
        "x": 0.037,
        "y": 0.3
      },
      "kind": "chart",
      "text": "Challenges for end users/customers when interacting with GBS center",
      "attrs": null,
      "subkind": "donut",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "f05bc4d0-3204-44be-8f86-641cec671bdf",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.35,
        "w": 0.18,
        "x": 0.3,
        "y": 0.3
      },
      "kind": "list",
      "text": "Lack of self-service capabilities; Unable to resolve issues; Long response times; Lack of transparency on KPIs or customer dashboards; Ineffective automation; Long queue wait times for support; Limited access channels; None of the above",
      "attrs": null,
      "subkind": "bullet",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "de3ffc60-dc97-47ce-a969-33aeb3021743",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": null,
      "kind": "metric",
      "text": "Customer experience initiatives: 63%",
      "attrs": null,
      "subkind": "primary",
      "toolName": "Quantification",
      "toolSlug": "quantification",
      "confidence": null,
      "componentId": "019dd951-c23a-740d-9796-adaf6a84bf92",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.15,
        "w": 0.82,
        "x": 0.15,
        "y": 0.75
      },
      "kind": "paragraph",
      "text": "~70% of GBS organizations have either implemented or are planning to implement customer experience and user-centric design as a capability. Organizations are proactively taking steps to drive a better customer experience through customer surveys, alignment of service levels to goals, and increased standards from SSC to business. GBS are facing high demand on self-service capability and are driving more visibility & transparency to improve customer experience",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "47dcf86c-3de7-4f4f-9148-54b236844d74",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.04,
        "w": 0.45,
        "x": 0.037,
        "y": 0.085
      },
      "kind": "title",
      "text": "How are you driving better customer experience?",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "9b50c03d-3229-414e-8863-75ab5922f0ac",
      "frameworkName": null,
      "frameworkSlug": null
    }
  ],
  "metrics": [
    {
      "metricRaw": "Customer experience initiatives",
      "numberRaw": "63%",
      "numberKind": "percent",
      "actionTitle": null,
      "calloutText": "~70% of GBS organizations have either implemented or are planning to implement customer experience and user-centric design as a capability.",
      "numberScale": null,
      "numberValue": 63,
      "metricFamily": "other",
      "numberCurrency": null
    }
  ],
  "tools": [
    {
      "name": "Problem-Agitate-Solve (PAS)",
      "slug": "problem-agitate-solve-pas",
      "agent": "Storyteller",
      "layer": "slide",
      "matchId": "110d63db-b907-4b44-a4c3-23c7528c2d64",
      "evidence": "The slide presents challenges and steps organizations are taking to drive better customer experience, following the PAS framework.",
      "confidence": 0.6
    }
  ],
  "frameworks": [],
  "arcBeats": [
    {
      "to": 23,
      "from": 7,
      "beatId": "3e896334-3b2b-4f82-8616-c9d37e867cb0",
      "arcName": "The Consultant's Gambit",
      "arcSlug": "consultants-gambit",
      "beatName": "Evidence & Proof",
      "beatSlug": "consultants-gambit-evidence-proof",
      "evidence": "Data tables, KPI dashboards, and industry trends provide evidence",
      "position": 2,
      "confidence": 0.8,
      "parentBeatName": "Evidence",
      "parentBeatSlug": "evidence"
    }
  ],
  "loops": [
    {
      "to": 23,
      "from": 7,
      "name": "Golden Circle",
      "slug": "11-golden-circle",
      "bestFor": "Visionary leadership, brand positioning, mission statements",
      "matchId": "9485e5f2-6512-4920-9c95-7e58824af8ab",
      "evidence": "The document provides data tables and KPI dashboards to support the golden circle loop",
      "position": 0,
      "objective": "What are the key enablers employed by GBS organizations?",
      "structure": "The Why (Belief) -> The How (Process) -> The What (Result)",
      "confidence": 0.6,
      "description": "Invert the typical pitch by starting with why you exist, rather than what you do"
    }
  ],
  "imagePathAlt": null,
  "thumbSrc": null,
  "thumbSrcAlt": null,
  "locked": true
}