There are three aspects.
- You strategise about which services would most benefit from a move to digital channels and set key objectives.
- Determine the process of moving existing face to face services to digital channels.
- Deciding upon which digital/cloud based systems will help to most effectively facilitate such a move.
In terms of the strategy, although the difference in transaction costs between face to face and digital can be in excess of 90% lower per transaction, it’s often not just about cutting costs. It’s about a much more effective customer experience in delivering transactional based services on a 24/7 basis to fit in with the time pressure of peoples personal lives.