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Step 1 | Engagement & Transformation

Engaging right across the organisation to achieve channel shift and transform the organisation

Image representing Step 1 | Engagement & Transformation

Engagement and Transformation teal iconWith all the work we have carried out with clients of the past 5 years, a key success factor for any transformation programme has been engagement right across the organisation. Starting with the leadership team and ensuring that the project kicks off with everyone having a common understanding of the goals and benefits, underpinned with an effective stakeholder communication strategy. Engagement continues throughout the project to ensure that plans are developed and implemented to achieve channel shift and transform the organisation. It is obvious that transformation and engagement should impact on each and every step and that customer insight is likely to impact on all with the exception of channel insight.

6 Steps for Digital Transformation Success
The Six Steps To Digital Transformation and Channel Shift Success
Step 1 | Engagement & Transformation
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
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