{
  "docId": "019dd923-5e88-73ef-bd5a-861c2296741b",
  "docSlug": "3aa67135dae6eed9",
  "documentTitle": "Simple & Digital Customer Experience Model",
  "authorId": "Bain",
  "authorName": "Bain",
  "documentKindSlug": "consulting-deck",
  "documentKindLabel": "Consulting deck",
  "sourceTypeSlug": "strategy_consulting",
  "sourceTypeLabel": "Strategy consulting",
  "presentationDate": null,
  "orientation": "portrait",
  "aspectRatio": 0.707,
  "pageNumber": 11,
  "pageCount": 16,
  "prevPage": 10,
  "nextPage": 12,
  "slideType": "client_example",
  "function": "illustrate_case",
  "density": "overcrowded",
  "nDataPoints": 2,
  "notes": "The slide uses a series of bulleted examples to demonstrate practical applications of customer experience improvements.",
  "elementsJson": [
    "bullet_list"
  ],
  "metadataConfidence": 0.95,
  "imagePath": null,
  "slideHref": "/slides/019dd923-5e88-73ef-bd5a-861c2296741b/11",
  "deckHref": "/decks/019dd923-5e88-73ef-bd5a-861c2296741b",
  "deckJsonHref": "/decks/019dd923-5e88-73ef-bd5a-861c2296741b.json",
  "deckAnchorHref": "/decks/019dd923-5e88-73ef-bd5a-861c2296741b#slide-11",
  "components": [
    {
      "bbox": {
        "h": 0.08,
        "w": 0.74,
        "x": 0.13,
        "y": 0.38
      },
      "kind": "list",
      "text": "To cut wait times to resolution, one telco offered customers who called the interactive voice response hotline an alternative option...",
      "attrs": null,
      "subkind": "bullet",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "4b964b33-a27a-49b4-9e2f-eae48fff9396",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.13,
        "w": 0.74,
        "x": 0.13,
        "y": 0.15
      },
      "kind": "list",
      "text": "A bank gave call center agents a broader mandate... A European telco is building one common front-end service portal...",
      "attrs": null,
      "subkind": "bullet",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "66091182-5c70-4dc0-a0ca-d7583a703dba",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.08,
        "w": 0.74,
        "x": 0.13,
        "y": 0.75
      },
      "kind": "list",
      "text": "A European telco created a new hybrid service app consisting of a dynamic, interactive HTML5 website and corresponding iOS and Android “wrapper” apps.",
      "attrs": null,
      "subkind": "bullet",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "9aa5e108-0feb-4305-9444-2fef38fa2e8c",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.12,
        "w": 0.74,
        "x": 0.13,
        "y": 0.54
      },
      "kind": "list",
      "text": "A retail bank redesigned its change-of-address process... One European telco adapted the back-end processes in its online store...",
      "attrs": null,
      "subkind": "bullet",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "fb510bfc-9521-42e2-b79b-864813c800da",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.04,
        "w": 0.74,
        "x": 0.13,
        "y": 0.49
      },
      "kind": "paragraph",
      "text": "Process design: How do back-end processes need to change in order to enable new episodes at the front end? What manual tasks can be automated to realize cost savings?",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "a8999af4-3e48-4485-9b58-fd5acdab58a1",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.04,
        "w": 0.74,
        "x": 0.13,
        "y": 0.7
      },
      "kind": "paragraph",
      "text": "IT implications (front- and back-end) and digital capabilities: What exactly do we need to build in IT, and what is the right (agile) way of building it?",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "c0a3571d-7fab-4232-915e-12839299f1af",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.04,
        "w": 0.74,
        "x": 0.13,
        "y": 0.33
      },
      "kind": "paragraph",
      "text": "Channel roles and handovers: Which roles will different channels play in the future, and how do we ensure a consistent omnichannel experience?",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "c689307a-36ba-499f-93cb-e2639be74327",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.02,
        "w": 0.48,
        "x": 0.26,
        "y": 0.07
      },
      "kind": "title",
      "text": "Building a Customer Experience Factory | Bain & Company, Inc.",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "ed626915-af87-4afe-b25c-d34b4a3ad966",
      "frameworkName": null,
      "frameworkSlug": null
    }
  ],
  "metrics": [],
  "tools": [
    {
      "name": "Concrete Language",
      "slug": "concrete-language",
      "agent": "Storyteller",
      "layer": "slide",
      "matchId": "019dd95a-173f-7139-ab00-5ba5b7789f94",
      "evidence": "Bank call agents, telco service portal, 3-step purchase, change-of-address all named",
      "confidence": 85
    },
    {
      "name": "Credibility Transfer",
      "slug": "credibility-transfer",
      "agent": "Storyteller",
      "layer": "slide",
      "matchId": "019dd95a-173f-7139-ab00-5dedd2f51a1f",
      "evidence": "Cites real banks/telcos with measured outcomes (NPS, CEX gains)",
      "confidence": 78
    },
    {
      "name": "Customer journey map",
      "slug": "customer-journey-map",
      "agent": null,
      "layer": "slide",
      "matchId": "218d4d33-a493-4fcd-b104-ad678e0f97d0",
      "evidence": "Process design: How do back-end processes need to change in order to enable new episodes at the front end?",
      "confidence": 0.7
    },
    {
      "name": "Jobs to be done",
      "slug": "jobs-to-be-done",
      "agent": null,
      "layer": "slide",
      "matchId": "d4f56b8d-7d78-437f-8cce-f8813b46126e",
      "evidence": "Process design: How do back-end processes need to change in order to enable new episodes at the front end?",
      "confidence": 0.7
    },
    {
      "name": "Singularity Effect",
      "slug": "singularity-effect",
      "agent": "Storyteller",
      "layer": "slide",
      "matchId": "019dd95a-173f-7139-ab00-624a4810ea00",
      "evidence": "Each precedent told as one specific company example",
      "confidence": 70
    }
  ],
  "frameworks": [],
  "arcBeats": [
    {
      "to": 11,
      "from": 11,
      "beatId": "019dd95a-07a5-761b-9144-834c470cb4d1",
      "arcName": "The Consultant's Gambit",
      "arcSlug": "consultants-gambit",
      "beatName": "Evidence & Proof",
      "beatSlug": "consultants-gambit-evidence-proof",
      "evidence": "Bank/telco case examples with quantified outcomes",
      "position": 4,
      "confidence": 88,
      "parentBeatName": "Evidence",
      "parentBeatSlug": "evidence"
    }
  ],
  "loops": [
    {
      "to": 12,
      "from": 11,
      "name": "Precedent",
      "slug": "09-precedent",
      "bestFor": "Risk mitigation, strategy validation, building confidence in new approaches",
      "matchId": "019dd95a-088c-724c-b313-2890f6c3e3c0",
      "evidence": "p.11 stacks bank/telco precedents; p.12 Figure 3 shows agile timeline with heartbeat deployment.",
      "position": 4,
      "objective": "Validate approach with client precedents and roadmap",
      "structure": "The Precedent Case -> What Happened -> The Parallel -> Applied Learning",
      "confidence": 75,
      "description": "Use historical or external examples to validate your approach"
    }
  ],
  "imagePathAlt": null,
  "thumbSrc": null,
  "thumbSrcAlt": null,
  "locked": true
}