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Step 3 | Channel Insight

Gaining an in-depth understanding of the way that channels are currently used for each service

Image representing Step 3 | Channel Insight

Channel Insight teal iconIt is important to bear in mind the target audience's access to technology, the type and complexity of the contact, their personal preferences as well their skill sets when reviewing channels for delivery. Within channel insight our approach is to gain an in-depth understanding of the way that channels are currently used for each service. This includes looking at demand in terms of volume but also the triggers for this demand. From this, a robust baseline can be delivered to enable progress to be tracked and measured.

6 Steps for Digital Transformation Success
The Six Steps To Digital Transformation and Channel Shift Success
Step 1 | Engagement & Transformation
Engaging right across the organisation to achieve channel shift and transform the organisation
Step 2 | Customer Insight
Putting the customer at the centre of your thinking and every plan or outcome is built around this ambition
Step 3 | Channel Insight
Step 3 | Channel Insight
Gaining an in-depth understanding of the way that channels are currently used for each service
Step 4 | Channel Access Strategy
Ensuring that services are easily accessible, simple to use, streamlined, convenient, cost effective and robust
Step 5 | Channel Improvements
Implementing the action plan for each channel using the GOSS user centred design (UCD) process
Step 6 | Process Improvements
Transforming services to ensure their processes are completely customer focused and digitally enabled
See more 6 Steps for Digital Transformation Success