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  "documentTitle": "Customer Experience: The 14BN Risk Noted for Discussion",
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  "authorName": "Oliver Wyman",
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      "text": "Our approach: Assess the key threats on digital and identifying the “best in class” innovations; Develop a comprehensive framework structured on two axis: Brand Promise and operational KPIs; Customer Value at Risk (CVaR) development; Ensure monitoring and implementation in bank system",
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      "text": "Case study 1: Customer Experience Strategy: Leading Spanish Bank",
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