{
  "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": 5,
  "pageCount": 43,
  "prevPage": 4,
  "nextPage": 6,
  "slideType": "impact_sizing",
  "function": "quantify_impact",
  "density": "dense",
  "nDataPoints": 8,
  "notes": "The slide uses a series of icons and metrics to illustrate the consequences of bad customer experiences, ranging from churn to reduced margins.",
  "elementsJson": [
    "icon_grid",
    "donut_chart",
    "other"
  ],
  "metadataConfidence": 1,
  "imagePath": null,
  "slideHref": "/slides/019dd923-5de0-76bd-a164-d1172d744850/5",
  "deckHref": "/decks/019dd923-5de0-76bd-a164-d1172d744850",
  "deckJsonHref": "/decks/019dd923-5de0-76bd-a164-d1172d744850.json",
  "deckAnchorHref": "/decks/019dd923-5de0-76bd-a164-d1172d744850#slide-5",
  "components": [
    {
      "bbox": null,
      "kind": "callout",
      "text": "15% Customer margin base at risk due to bad experiences.... €14BN for the 4 largest European countries",
      "attrs": null,
      "subkind": null,
      "toolName": "Visual emphasis",
      "toolSlug": "visual-emphasis",
      "confidence": null,
      "componentId": "019dd951-f385-7630-9b23-63796fe34aa1",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.05,
        "w": 0.05,
        "x": 0.15,
        "y": 0.3
      },
      "kind": "metric",
      "text": "65%",
      "attrs": null,
      "subkind": "big-number",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "339c2583-1c5b-4836-979c-000fa49f93e3",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.05,
        "w": 0.05,
        "x": 0.75,
        "y": 0.3
      },
      "kind": "metric",
      "text": "67%",
      "attrs": null,
      "subkind": "big-number",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "4e1c6691-d179-4d16-ad38-89228b3b89bd",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.05,
        "w": 0.05,
        "x": 0.38,
        "y": 0.58
      },
      "kind": "metric",
      "text": "1/6",
      "attrs": null,
      "subkind": "big-number",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "4f895b5b-9ce8-4aac-9edc-f078ef7ddb4c",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.05,
        "w": 0.05,
        "x": 0.05,
        "y": 0.58
      },
      "kind": "metric",
      "text": "1/10",
      "attrs": null,
      "subkind": "big-number",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "5cd15f45-c640-4291-873d-3c51c60ce9e4",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.05,
        "w": 0.05,
        "x": 0.52,
        "y": 0.3
      },
      "kind": "metric",
      "text": "31%",
      "attrs": null,
      "subkind": "big-number",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "d42873cf-c25e-48cf-b22d-14651321a050",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.05,
        "w": 0.05,
        "x": 0.52,
        "y": 0.58
      },
      "kind": "metric",
      "text": "1/4",
      "attrs": null,
      "subkind": "big-number",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "d6f557b0-d5e4-4cfa-9ca1-54ddc1566471",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.05,
        "w": 0.05,
        "x": 0.72,
        "y": 0.75
      },
      "kind": "metric",
      "text": "15%",
      "attrs": null,
      "subkind": "big-number",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "e511214e-8c1e-41a6-985d-b587c58a5a01",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.05,
        "w": 0.05,
        "x": 0.28,
        "y": 0.3
      },
      "kind": "metric",
      "text": "44%",
      "attrs": null,
      "subkind": "big-number",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "ec879fd8-aa09-4973-bd3c-7885dbfa3b2d",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": null,
      "kind": "metric",
      "text": "Customer margin base at risk: €14BN",
      "attrs": null,
      "subkind": "primary",
      "toolName": "Quantification",
      "toolSlug": "quantification",
      "confidence": null,
      "componentId": "019dd951-f385-7630-9b23-6526ff679f75",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.05,
        "w": 0.2,
        "x": 0.05,
        "y": 0.88
      },
      "kind": "source-note",
      "text": "Source: OW customer survey. 1. Germany, France, Italy and Spain",
      "attrs": null,
      "subkind": null,
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "baeef6f0-ffd7-4aff-9dc6-d76400273415",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.05,
        "w": 0.7,
        "x": 0.05,
        "y": 0.05
      },
      "kind": "title",
      "text": "Poor customer experience has strong impact on client value",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "6cc15a98-8374-4b86-be66-4a2f36cb5871",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.03,
        "w": 0.7,
        "x": 0.05,
        "y": 0.2
      },
      "kind": "title",
      "text": "Quantified impact of hassles in retail banking Customer Experience (Spain example)",
      "attrs": null,
      "subkind": "subtitle",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "6066c5bf-894f-4d7f-b392-193f0aeb5496",
      "frameworkName": null,
      "frameworkSlug": null
    }
  ],
  "metrics": [],
  "tools": [],
  "frameworks": [],
  "arcBeats": [
    {
      "to": 7,
      "from": 4,
      "beatId": "c7a60ef9-011c-4442-999a-184c282afebb",
      "arcName": "The Consultant's Gambit",
      "arcSlug": "consultants-gambit",
      "beatName": "Situation & Context",
      "beatSlug": "consultants-gambit-situation-context",
      "evidence": "Slides 4-7 provide context on customer experience and its impact",
      "position": 0,
      "confidence": 0.8,
      "parentBeatName": "Setup",
      "parentBeatSlug": "setup"
    }
  ],
  "loops": [
    {
      "to": 7,
      "from": 5,
      "name": "Cost Of Inaction",
      "slug": "27-cost-of-inaction",
      "bestFor": "Urgent budget requests, compliance, risk mitigation",
      "matchId": "f05abde0-5ec1-46b9-aae2-febac77c4505",
      "evidence": "Slides 5-7 quantify the cost of poor customer experience",
      "position": 0,
      "objective": "What is the cost of poor customer experience?",
      "structure": "The Status Quo -> The Hidden Costs Accumulating -> The Future State of Inaction -> The Tipping Point",
      "confidence": 0.7,
      "description": "Quantify what happens if the audience does nothing"
    }
  ],
  "imagePathAlt": null,
  "thumbSrc": null,
  "thumbSrcAlt": null,
  "locked": true
}