How to Get to Your Channel Shift Moon?
What is the art
of the possible
with limited
resources?
“We choose to go to
the moon.”
Cost effective
Back office
integrations?
Realising the
Benefits of
Benefits
Realisation?
John F Kennedy
Outcomes
“We choose to go to
the moon.”
John F Kennedy
6 Steps for Channel Shift Success
Leadership Engagement
Get senior
1 management
buy-in to your Channel
Shift strategy
LEADERSHIP ENGAGEMENT
CUSTOMER INSIGHT
Channel Insight
Baseline current
3 service delivery
costs
to target savings
CHANNEL INSIGHT
CHANNEL ACCESS STRATEGY
Channel Improvements
Maximise efficiency
5 of all channels
through usercentred design
Customer Insight
Understand your
2 customers and their
service requirements
Channel Access Strategy
Improve service
4 delivery across
channels
CHANNEL IMPROVEMENTS
PROCESS IMPROVEMENTS
Process Improvements
Deliver business
6 processes for
the digital age