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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": "2/3 of clients work with more than one bank and 40% of them are looking for banking alternatives; There are different client behaviours coexisting in most markets; Banking clients are increasingly open to share their data",
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      "text": "\"Digital\" customers are more satisfied; Strong correlation between digitalization, customer experience and client attrition; Negative experiences are concentrated in non digital channels; New alternatives are shifting the industry; Flow of customers from less digital to more digital banks",
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      "text": "Estimated value at risk of up to 15% of net margin – €14bn; Value at risk is typically linked not to one but to several different hassles by segment; Customer experience needs to be linked to economics and actions need to be prioritized to be efficient; Leaders are improving economics by better targeting investments and better protecting revenue",
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      "text": "1. Countries in scope of the analysis: Germany, Spain, France, Italy",
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