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Customer Digital Service Development and Channel Migration Foundational Framework
Better aligning service delivery with customer expectations, digitising services and migrating customers to the online channel are central for organisations wishing to decrease service delivery costs, improve customer access to services and improve staff satisfaction and confidence in delivering services.
This pack provides a foundational approach, for organisations to follow, to develop customer-led digital services, that achieve both business and customer goals. It also provides an overview of the foundational methods to calculate cost to serve, channel migration targets and measure digitisation benefits and performance.
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