{
  "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": 25,
  "pageCount": 43,
  "prevPage": 24,
  "nextPage": 26,
  "slideType": "appendix_methodology",
  "function": "present_framework",
  "density": "balanced",
  "nDataPoints": 9,
  "notes": "The slide uses a 3D cube visualization to represent the intersection of client segments, interactions, and channels.",
  "elementsJson": [
    "headline_text",
    "process_diagram",
    "infographic"
  ],
  "metadataConfidence": 1,
  "imagePath": null,
  "slideHref": "/slides/019dd923-5de0-76bd-a164-d1172d744850/25",
  "deckHref": "/decks/019dd923-5de0-76bd-a164-d1172d744850",
  "deckJsonHref": "/decks/019dd923-5de0-76bd-a164-d1172d744850.json",
  "deckAnchorHref": "/decks/019dd923-5de0-76bd-a164-d1172d744850#slide-25",
  "components": [
    {
      "bbox": null,
      "kind": "callout",
      "text": "Bank's potential value loss if customer needs are not met.",
      "attrs": null,
      "subkind": null,
      "toolName": "Visual emphasis",
      "toolSlug": "visual-emphasis",
      "confidence": null,
      "componentId": "019dd951-f385-7630-9b23-e2b1776f1ce4",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.4,
        "w": 0.3,
        "x": 0.36,
        "y": 0.27
      },
      "kind": "chart",
      "text": "Calculation dimensions of CVaR",
      "attrs": null,
      "subkind": "box",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "e9958588-6bc7-4be5-ab34-e2b8aa147824",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.65,
        "w": 0.28,
        "x": 0.05,
        "y": 0.27
      },
      "kind": "framework",
      "text": "CVaR Methodology",
      "attrs": null,
      "subkind": "instance",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "6b3cac3d-07bc-4364-913f-63a95bc84b07",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.5,
        "w": 0.2,
        "x": 0.72,
        "y": 0.35
      },
      "kind": "metric",
      "text": "CVaR = ACX * EVL examples",
      "attrs": null,
      "subkind": "big-number",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "2e9f803d-3a3e-4242-bfdd-c31c7777b289",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": null,
      "kind": "metric",
      "text": "CVaR",
      "attrs": null,
      "subkind": "primary",
      "toolName": "Quantification",
      "toolSlug": "quantification",
      "confidence": null,
      "componentId": "019dd951-f385-7630-9b23-e403c7e698e5",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.05,
        "w": 0.85,
        "x": 0.05,
        "y": 0.05
      },
      "kind": "title",
      "text": "The first step is to understand the underlying value of our customer's needs – CVaR approach",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "4298c1ca-3cf7-4793-9aed-c0ef3ff69ca0",
      "frameworkName": null,
      "frameworkSlug": null
    }
  ],
  "metrics": [],
  "tools": [],
  "frameworks": [
    {
      "name": "diagnostic-test",
      "slug": null,
      "matchId": "34a07943-22ca-4b17-8cbb-5edd0dc3e2e6",
      "evidence": "The slide defines a methodology (CVaR) to diagnose customer value loss.",
      "confidence": 0.8
    }
  ],
  "arcBeats": [
    {
      "to": 35,
      "from": 22,
      "beatId": "f172f05e-242e-48c0-b3a4-1b009ef6fb1f",
      "arcName": "The Consultant's Gambit",
      "arcSlug": "consultants-gambit",
      "beatName": "Solution & Approach",
      "beatSlug": "consultants-gambit-solution-approach",
      "evidence": "Slides 22-35 outline Oliver Wyman's approach to improving customer experience",
      "position": 2,
      "confidence": 0.8,
      "parentBeatName": "Turn",
      "parentBeatSlug": "turn"
    }
  ],
  "loops": [
    {
      "to": 25,
      "from": 22,
      "name": "Golden Circle",
      "slug": "11-golden-circle",
      "bestFor": "Visionary leadership, brand positioning, mission statements",
      "matchId": "4bfe4f80-1b8d-4352-b21c-3453340912fd",
      "evidence": "Slides 22-25 explain Oliver Wyman's approach",
      "position": 1,
      "objective": "Why Oliver Wyman's approach to customer experience?",
      "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
}