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      "text": "Companies that build a Customer Experience Factory along these lines quickly see the results: great customer experiences that are both scalable and cost-efficient, and keep customers returning for more.",
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      "text": "On the IT side, many incumbents still work in waterfall architecture and processes, and are relatively early in the transition to agile IT organizations. To prevent falling back into the waterfall model after working agile during design and detailing, one bank is piloting a dedicated agile IT team responsible for implementing IT requirements for different customer episodes coming out of the Customer Experience Factory. This enables the bank to recognize interdependencies early, and allows for one dedicated agile developer team in an organization that remains mostly waterfall.",
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      "text": "To ensure that potential quick wins aren't held back, the Customer Experience Factory team is on the lookout for measures that can be tested and deployed quickly. For example, in the case of a retail bank, a short pilot proved that the 40% of callers who wanted to change their address could easily be steered to doing it themselves online if prompted by the call center agents. Based on these positive results, the bank instructed call center agents across the country to inform customers of the self-service option, significantly reducing call times and effectively steering customers to the online resources.",
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      "text": "Building a Customer Experience Factory | Bain Simple & Digital",
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