Channel Shift Ready: Five step plan to becoming digital by default

Moving customers to a self-service business model is key to public sector organisations achieving the millions of  pounds of savings  required to meet the UK Government’s targets.

Channel Shift has long been the term used to describe the evolution of customer interaction: moving from face-toface and telephone to online ‘digital’ interaction, which is a far more cost-effective and efficient, 24/7 ‘always on’, ‘anytime, anywhere’ service delivery model that provides a higher level of service and a more efficient, auditable series of processes that radically improves the business itself.

The five step plan design incorporates a strategic understanding of customer behaviour and demand, matching this to service requirements and the organisation’s ability to deliver, driving a better customer experience, Channel Shift and cashable savings for the organisation.

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