Alternative delivery channels
- Driving digital excellenceIdentified Journeys and content
226 Journeys
305 SMS messages content
12,892 Mobile content
Total journeys and content count across RBD
100%
Journey – review
37%
Journey – implement
98%
SMS messages content
62%
Mobile app content
Objective
- Optimize 226 customer journeys
- Faster turnaround time
- Improved customer satisfaction
- Operational cost efficiency
- Increased digital channel adoption
Progress overview
- Total Identified Journeys: 226
- Reviewed: 226 (100%)
- Enhancements Implemented: 82 (36%)
- Journeys in Progress: 144 (64%)
- Target (Mid-Year): 100% reviewed/50% enhanced
What is the channel count, status?
| Channel | Count | Review | Implementation | Actions |
|---|---|---|---|---|
Branches |
38 |
Review
100%
|
Implementation
61%
|
|
Application |
68 |
Review
100%
|
Implementation
26%
|
|
Contact center |
79 |
Review
100%
|
Implementation
48%
|
|
ATM |
22 |
Review
100%
|
Implementation
0%
|
|
ITM |
6 |
Review
100%
|
Implementation
0%
|
|
DST |
9 |
Review
100%
|
Implementation
0%
|
|
Black |
4 |
Review
100%
|
Implementation
25%
|