{
  "docId": "019dd923-5eff-723e-9be6-49b04ad1e153",
  "docSlug": "7dc102214df3c5f4",
  "documentTitle": "2023 Global Report",
  "authorId": "Amadeus",
  "authorName": "Amadeus",
  "documentKindSlug": "consulting-deck",
  "documentKindLabel": "Consulting deck",
  "sourceTypeSlug": "strategy_consulting",
  "sourceTypeLabel": "Strategy consulting",
  "presentationDate": null,
  "orientation": "landscape",
  "aspectRatio": 1.294,
  "pageNumber": 57,
  "pageCount": 223,
  "prevPage": 56,
  "nextPage": 58,
  "slideType": "kpi_dashboard",
  "function": "summarize",
  "density": "overcrowded",
  "nDataPoints": 6,
  "notes": "Includes GRI reporting references and a circular process diagram for customer service.",
  "elementsJson": [
    "paragraph",
    "callout_box",
    "photo",
    "kpi_table",
    "footnote"
  ],
  "metadataConfidence": 0.95,
  "imagePath": null,
  "slideHref": "/slides/019dd923-5eff-723e-9be6-49b04ad1e153/57",
  "deckHref": "/decks/019dd923-5eff-723e-9be6-49b04ad1e153",
  "deckJsonHref": "/decks/019dd923-5eff-723e-9be6-49b04ad1e153.json",
  "deckAnchorHref": "/decks/019dd923-5eff-723e-9be6-49b04ad1e153#slide-57",
  "components": [
    {
      "bbox": null,
      "kind": "callout",
      "text": "For travel sellers, we achieved an NPS of +61, representing a 6-point increase from the previous year and a 10-point increase over the last two years.",
      "attrs": null,
      "subkind": null,
      "toolName": "Visual emphasis",
      "toolSlug": "visual-emphasis",
      "confidence": null,
      "componentId": "019dd952-5be9-7345-acfd-32bf93b0b700",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.45,
        "w": 0.38,
        "x": 0.09,
        "y": 0.415
      },
      "kind": "diagram",
      "text": "Customer service | Shaped around our customers. Circular diagram showing: Pricing & claims, Customized services, Learning services, Data and content management, Digital ecosystem, Expert support.",
      "attrs": null,
      "subkind": "process",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "cc6ae96e-33e9-401c-b0a9-20baef611de6",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": null,
      "kind": "metric",
      "text": "Net Promoter Score (NPS): +61",
      "attrs": null,
      "subkind": "primary",
      "toolName": "Quantification",
      "toolSlug": "quantification",
      "confidence": null,
      "componentId": "019dd952-5be9-7345-acfd-37ba0923199d",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.15,
        "w": 0.38,
        "x": 0.51,
        "y": 0.14
      },
      "kind": "paragraph",
      "text": "And our customer service consulting services for airlines empowered us to deflect over 5,000 invalid claims. Voice of the Customer: In 2023, over 12,000 customers responded to our annual relationship survey.",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "00d55f99-8118-4860-ab34-6b30ceed7ea5",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.25,
        "w": 0.38,
        "x": 0.09,
        "y": 0.14
      },
      "kind": "paragraph",
      "text": "and instructor-led training. E-learning engagements in 2023 increased by 67% compared to 2022. In the field of claims, we've significantly reduced the \"diagnosis turnaround time.\" Our agents now ensure initial analysis and resolution within just seven days.",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "cb13cea1-e843-4cab-b6b7-e0bb4bcd4d98",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.1,
        "w": 0.38,
        "x": 0.51,
        "y": 0.83
      },
      "kind": "source-note",
      "text": "5 Net Promoter Score (NPS) is a widely used measure of customer loyalty...",
      "attrs": null,
      "subkind": null,
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "75b14f88-4ca3-4caf-9403-ef4531bf359d",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.1,
        "w": 0.38,
        "x": 0.51,
        "y": 0.7
      },
      "kind": "table",
      "text": "Travel seller NPS: 2022 (+55), 2023 (+61). Corporation NPS: 2022 (-8), 2023 (+14).",
      "attrs": null,
      "subkind": "kpi",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "9a2fb56c-6b21-414d-8f87-5c06a3770fec",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.02,
        "w": 0.1,
        "x": 0.15,
        "y": 0.03
      },
      "kind": "title",
      "text": "Business areas",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "dd1af464-c25c-4843-88f0-632a76599379",
      "frameworkName": null,
      "frameworkSlug": null
    }
  ],
  "metrics": [],
  "tools": [
    {
      "name": "Action Titles",
      "slug": "action-titles",
      "agent": "Architect",
      "layer": "slide",
      "matchId": "019dd95a-1a8c-7709-b5e5-b14a0f141229",
      "evidence": "Callout: 'NPS of +61, 6-point increase YoY, 10-point over two years.'",
      "confidence": 80
    }
  ],
  "frameworks": [
    {
      "name": "gri-standards",
      "slug": null,
      "matchId": "96174ffe-4318-4f22-8087-398f5a59aac4",
      "evidence": "GRI 2-6, GRI 3-3 labels present",
      "confidence": 1
    }
  ],
  "arcBeats": [
    {
      "to": 102,
      "from": 26,
      "beatId": "019dd95a-07a7-7579-bd62-dc6aa7b2dfaa",
      "arcName": "The Consultant's Gambit",
      "arcSlug": "consultants-gambit",
      "beatName": "Solution & Approach",
      "beatSlug": "consultants-gambit-solution-approach",
      "evidence": "Profile, business areas, technology, innovation ecosystem.",
      "position": 3,
      "confidence": 55,
      "parentBeatName": "Turn",
      "parentBeatSlug": "turn"
    },
    {
      "to": 184,
      "from": 17,
      "beatId": "019dd95a-07a7-7579-bd62-edba7c784e3c",
      "arcName": "The Triple Take",
      "arcSlug": "triple-take",
      "beatName": "The Implications (So What)",
      "beatSlug": "triple-take-the-implications-so-what",
      "evidence": "Trends, business response, ESG and governance commentary.",
      "position": 2,
      "confidence": 45,
      "parentBeatName": "Reflection",
      "parentBeatSlug": "reflection"
    }
  ],
  "loops": [
    {
      "to": 59,
      "from": 50,
      "name": "Zoom In",
      "slug": "06-zoom-in",
      "bestFor": "Technical deep-dives, case studies, detailed analysis",
      "matchId": "019dd95a-08f8-7619-ac2b-e5a007b6329f",
      "evidence": "From travel-industry trend down to NDC, travel sellers, OTAs, NPS +61, key highlights.",
      "position": 5,
      "objective": "Deep-dive on Air Distribution",
      "structure": "The Big Picture -> Key Area of Focus -> Specific Detail -> Implication",
      "confidence": 75,
      "description": "Start broad, then progressively focus on specific details that prove your point"
    }
  ],
  "imagePathAlt": null,
  "thumbSrc": null,
  "thumbSrcAlt": null,
  "locked": true
}