Co-operative Bank: Omni-Channel Planning & The 5Rs
Setting out to be recognised as an indispensable & trusted end to end Resource Management provider across all core bank channels, see how the Demand Management Team are transforming their capability, becoming a key enabler, helping the business Rebuild trust, Revitalise every contact channel, Reinforce risk management, Re-energise people and Reduce costs.
NPS is now outstanding in the banking sector and over £25m of savings realised over three years through self-service, channel migration, network consolidation and resource optimization. Digital is in active use by 44% of customers, Mobile by 20% and self-service IVR by 60%. Webchat and Twitter use is rising rapidly and, in the branch network and mortgage centres, Innovations include 200% increase in evening availability for mortgage appointments. Back office flexibility is up 500% and Flexibility Toolkits in all channels create efficiency, agility and work life balance, supporting colleague engagement. Exceptional risk management with decision makers has achieved 100% notification compliance for a whole year and 250 planning assessments YTD. Teams across the business who are achieving or exceeding objectives is up from 45% to 90%
Who should attend? A key case study for planning teams, this shows how to carve out a pivotal role and establish a gold standard support model for every channel - including inspiring work on retail, back office and digital channels. Inspiration on offer for operations leaders and anyone looking to transform the role of the support team, manage risk or establish Omni-channel planning.