{ "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": 6, "pageCount": 16, "prevPage": 5, "nextPage": 7, "slideType": "other", "function": "present_framework", "density": "dense", "nDataPoints": 4, "notes": "The slide outlines a three-stage process (Design, Detail, Define/Build/Deploy) underpinned by agile ways of working.", "elementsJson": [ "headline_text", "paragraph", "numbered_list", "process_diagram" ], "metadataConfidence": 0.95, "imagePath": null, "slideHref": "/slides/019dd923-5e88-73ef-bd5a-861c2296741b/6", "deckHref": "/decks/019dd923-5e88-73ef-bd5a-861c2296741b", "deckJsonHref": "/decks/019dd923-5e88-73ef-bd5a-861c2296741b.json", "deckAnchorHref": "/decks/019dd923-5e88-73ef-bd5a-861c2296741b#slide-6", "components": [ { "bbox": null, "kind": "callout", "text": "The Customer Experience Factory becomes a platform to transform the business.", "attrs": null, "subkind": null, "toolName": "Visual emphasis", "toolSlug": "visual-emphasis", "confidence": null, "componentId": "019dd952-0a6c-76ba-8e79-0a41576b8e1b", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.28, "w": 0.79, "x": 0.105, "y": 0.62 }, "kind": "diagram", "text": "Customer Experience Factory process flow: Design customer episodes -> Detail implementation requirements -> Define agile roadmap, build and deploy", "attrs": null, "subkind": "process", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "adc3434f-9653-4238-ae91-5098e1feecdb", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.11, "w": 0.79, "x": 0.105, "y": 0.25 }, "kind": "paragraph", "text": "To deliver outstanding customer experiences and economics, Bain helps companies deploy the Customer Experience Factory (see Figure 1). The basic idea is to break through organizational silos and form a strong, cross-functional team that works according to the latest agile values and principles, a key success factor of Net Promoter System® champions like Amazon, Netflix and Apple.", "attrs": null, "subkind": "paragraph", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "6cbe67de-0af3-417f-80b1-045b8db36f5a", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.15, "w": 0.79, "x": 0.105, "y": 0.37 }, "kind": "paragraph", "text": "The impact of a fully operational Customer Experience Factory can be substantial. One European telco designed a new debt-collection episode from scratch. The sprint to finalize the design and detail the implementation requirements took six weeks. Within four months, dunning calls and bad debt dropped by half, and involuntary churn fell by 15%. For a leading bank, using the Customer Experience Factory to redesign its change-of-address episode quickly shifted more than half of those episodes to an efficient online platform, reducing the volume of work handled manually by the call center and back office by 80%.", "attrs": null, "subkind": "paragraph", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "bace9fa2-988f-4ecb-919b-69d75f8e3ed6", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.02, "w": 0.15, "x": 0.105, "y": 0.93 }, "kind": "source-note", "text": "Source: Bain & Company", "attrs": null, "subkind": null, "toolName": null, "toolSlug": null, "confidence": null, "componentId": "13d1423a-604b-4c25-bb3b-798d282a886e", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.05, "w": 0.79, "x": 0.105, "y": 0.158 }, "kind": "title", "text": "CREATING SIMPLE & DIGITAL CUSTOMER EPISODES: THE CUSTOMER EXPERIENCE FACTORY", "attrs": null, "subkind": "headline", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "a32934c3-7ea8-47b4-ae34-f27e3c9f5241", "frameworkName": null, "frameworkSlug": null } ], "metrics": [], "tools": [ { "name": "MECE Principle", "slug": "mece-principle", "agent": "Architect", "layer": "block", "matchId": "019dd95a-173f-7139-ab00-1954234f3b57", "evidence": "Four distinct principles plus three distinct steps cover whole approach", "confidence": 78 }, { "name": "Three Pillars", "slug": "three-pillars", "agent": "Architect", "layer": "block", "matchId": "019dd95a-173f-7139-ab00-1dade0dc3b2f", "evidence": "Figure 1 organized as three steps: Design > Detail > Define agile roadmap", "confidence": 75 }, { "name": "Action Titles", "slug": "action-titles", "agent": "Architect", "layer": "slide", "matchId": "019dd95a-173f-7139-ab00-0a1c50a19a50", "evidence": "Title: 'Creating Simple & Digital Customer Episodes: The Customer Experience Factory'", "confidence": 85 }, { "name": "Canvas framework", "slug": "canvas-framework", "agent": null, "layer": "slide", "matchId": "62d43e16-4efa-478d-bf7b-5ff6f49aed7f", "evidence": "The Customer Experience Factory becomes a platform to transform the business.", "confidence": 0.7 }, { "name": "Metaphor & Analogy", "slug": "metaphor-analogy", "agent": "Storyteller", "layer": "slide", "matchId": "019dd95a-173f-7139-ab00-0f3c1f1291d1", "evidence": "Factory metaphor reinforced with literal factory illustration in Figure 1", "confidence": 90 }, { "name": "Picture Superiority Effect", "slug": "picture-superiority-effect", "agent": "Designer", "layer": "slide", "matchId": "019dd95a-173f-7139-ab00-17f42fbfea9a", "evidence": "Solar panels, factory, truck icons reinforce factory metaphor", "confidence": 78 }, { "name": "Visual Hierarchy", "slug": "visual-hierarchy", "agent": "Designer", "layer": "slide", "matchId": "019dd95a-173f-7139-ab00-11513f332b5b", "evidence": "Red headers, grey component blocks, factory illustration anchor", "confidence": 80 } ], "frameworks": [ { "name": "Customer Experience Factory", "slug": null, "matchId": "019dd95a-1d21-7467-a463-9e327df13158", "evidence": "Named in title and Figure 1; proprietary Bain framework", "confidence": 92 }, { "name": "Customer Experience Factory", "slug": null, "matchId": "8a27d4cf-ac18-46e4-9100-0595be32627a", "evidence": "Explicitly named in title and body text as a Bain framework.", "confidence": 1 } ], "arcBeats": [ { "to": 10, "from": 6, "beatId": "019dd95a-07a5-761b-9144-7eceaffaa1ea", "arcName": "The Consultant's Gambit", "arcSlug": "consultants-gambit", "beatName": "Solution & Approach", "beatSlug": "consultants-gambit-solution-approach", "evidence": "Factory framework, 4 principles, 5-stage design, Steps 1-2", "position": 3, "confidence": 88, "parentBeatName": "Turn", "parentBeatSlug": "turn" } ], "loops": [ { "to": 7, "from": 6, "name": "Mece Breakdown", "slug": "40-mece-breakdown", "bestFor": "Problem structuring, ensuring completeness, strategic analysis", "matchId": "019dd95a-088c-724c-b313-23a6a3fd5a35", "evidence": "p.6 names four principles and Figure 1 shows three distinct steps; p.7 details principles 2-4 plus Step 1.", "position": 2, "objective": "Introduce Customer Experience Factory: 4 principles + 3 steps", "structure": "The Whole -> Category A (distinct) -> Category B (distinct) -> Category C (distinct) -> Complete Coverage", "confidence": 78, "description": "Divide a complex topic into mutually exclusive, collectively exhaustive categories" } ], "imagePathAlt": null, "thumbSrc": null, "thumbSrcAlt": null, "locked": true }