{
  "docId": "019dd923-5de0-76bd-a164-d1172d744850",
  "docSlug": "5ed2948670d00135",
  "documentTitle": "Customer Experience: The 14BN Risk Noted for Discussion",
  "authorId": "misc",
  "authorName": "Oliver Wyman",
  "documentKindSlug": "consulting-deck",
  "documentKindLabel": "Consulting deck",
  "sourceTypeSlug": "strategy_consulting",
  "sourceTypeLabel": "Strategy consulting",
  "presentationDate": null,
  "orientation": "landscape",
  "aspectRatio": 1.414,
  "pageNumber": 17,
  "pageCount": 43,
  "prevPage": 16,
  "nextPage": 18,
  "slideType": "comparison_table",
  "function": "compare_options",
  "density": "dense",
  "nDataPoints": 26,
  "notes": "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'.",
  "elementsJson": [
    "bar_chart_stacked",
    "bar_chart_vertical",
    "icon_grid",
    "footnote"
  ],
  "metadataConfidence": 1,
  "imagePath": null,
  "slideHref": "/slides/019dd923-5de0-76bd-a164-d1172d744850/17",
  "deckHref": "/decks/019dd923-5de0-76bd-a164-d1172d744850",
  "deckJsonHref": "/decks/019dd923-5de0-76bd-a164-d1172d744850.json",
  "deckAnchorHref": "/decks/019dd923-5de0-76bd-a164-d1172d744850#slide-17",
  "components": [
    {
      "bbox": {
        "h": 0.65,
        "w": 0.15,
        "x": 0.78,
        "y": 0.2
      },
      "kind": "chart",
      "text": "Satisfaction rate comparison",
      "attrs": null,
      "subkind": "bar-grouped",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "625485a8-db8b-4843-a98e-23e9f18d6c19",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.35,
        "w": 0.35,
        "x": 0.05,
        "y": 0.2
      },
      "kind": "chart",
      "text": "Spain switching funnel",
      "attrs": null,
      "subkind": "waterfall",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "0283dd5f-c6f5-4c35-a069-60972e498b84",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.35,
        "w": 0.35,
        "x": 0.05,
        "y": 0.55
      },
      "kind": "chart",
      "text": "France switching funnel",
      "attrs": null,
      "subkind": "waterfall",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "8df60a84-97bd-4bb2-892b-5d172ec58736",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.35,
        "w": 0.35,
        "x": 0.4,
        "y": 0.2
      },
      "kind": "chart",
      "text": "Italy switching funnel",
      "attrs": null,
      "subkind": "waterfall",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "b12885b4-1cf8-41a3-953a-8403b99fe88d",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.35,
        "w": 0.35,
        "x": 0.4,
        "y": 0.55
      },
      "kind": "chart",
      "text": "Germany switching funnel",
      "attrs": null,
      "subkind": "waterfall",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "e22a3996-992c-4de8-98ee-01fff974f84f",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": null,
      "kind": "metric",
      "text": "Satisfaction rate: -19%",
      "attrs": null,
      "subkind": "primary",
      "toolName": "Quantification",
      "toolSlug": "quantification",
      "confidence": null,
      "componentId": "019dd951-f385-7630-9b22-cb5d0fd723d4",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.02,
        "w": 0.2,
        "x": 0.05,
        "y": 0.92
      },
      "kind": "source-note",
      "text": "Source: Oliver Wyman analysis",
      "attrs": null,
      "subkind": null,
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "81693109-cb59-446a-80eb-0ce4ce45c7e1",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.05,
        "w": 0.9,
        "x": 0.05,
        "y": 0.09
      },
      "kind": "title",
      "text": "Despite better average customer experience, Italian clients are less sticky than others",
      "attrs": null,
      "subkind": "action-title",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "872cfeef-7247-4c7e-88f7-78a49fb2c45e",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.04,
        "w": 0.3,
        "x": 0.05,
        "y": 0.05
      },
      "kind": "title",
      "text": "Desire to switch bank",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "9307bbcb-95ec-4126-91af-424fdcc40d11",
      "frameworkName": null,
      "frameworkSlug": null
    }
  ],
  "metrics": [],
  "tools": [],
  "frameworks": [],
  "arcBeats": [],
  "loops": [],
  "imagePathAlt": null,
  "thumbSrc": null,
  "thumbSrcAlt": null,
  "locked": true
}