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  "documentTitle": "Simple & Digital Customer Experience Model",
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      "text": "Simplification and digitalization go hand in hand to deliver real investment synergies.",
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      "text": "They miss the customer orientation.\nThey attempt to digitalize existing complexity.\nThey lose momentum and consequence on the path to implementation.",
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      "text": "Customers demand simple, intuitive solutions.\nSimplification and digitalization go hand in hand to deliver real investment synergies.\nRadical simplification and modularization increase agility and strategic flexibility.\nSimplification and digitalization reinforce each other on the path to full potential.",
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      "text": "Simplification of the business and digitalization of customer episodes are a means to an end: achieving superior customer experience (CEX) while radically reducing cost. In recent years, we have seen many companies try to improve their customer experience and economics by digitalizing customer interaction and operations—with limited success. They often struggle for three key reasons:",
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      "text": "These shortcomings become painfully clear for many companies as they start to build digital customer episodes. They lose focus and struggle with sequencing as massive concepts overwhelm the organization and congest the implementation funnel, due to lack of resources and poorly defined interdependencies.",
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      "text": "Building a Customer Experience Factory | Bain Simple & Digital",
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