3. Agenda
• Your Channel Shift Challenges
• Agreeing our “Output”
• Understanding Your Channels
• Q&A
4. Outputs
• Benefits realisation
• Understanding baseline cost and regularly
review to track savings
• How / Baselining
• Data collection
• GOSS Service Analysis Tool
• Business case for change
• Stories?
• Case studies included
• Cashable savings
• Coming soon
13. How do you deliver channel shift?
Customer/Insight
Customer Strategy
Channel Insight
Channel / IT Strategy
14. How do you deliver channel shift?
Customer/Insight
Customer Strategy
Channel Insight
Channel / IT Strategy
Channel Improvements
15. How do you deliver channel shift?
Customer/Insight
Customer Strategy
Channel Insight
Channel / IT Strategy
Channel Improvements
Process Improvements
16. That’s how you deliver channel shift!
Customer/Insight
Customer Strategy
Channel Insight
Channel / IT Strategy
Channel Improvements
Process Improvements