Managing Channel Shift

Discussion table

Learn from
Stephen Savage

Head of CX Solutions


Stephen joined Nuance UK as Principal Consultant 13 years ago and now holds the role of Solution Lead helping large organisation to transform their customer experience and develop long-term contact strategies. With over 20 years of practical experience in the customer contact software, having worked for BPOs and Systems Integrators before moving directly to one of the leading vendors in the AI market, his experience and passion for useable automation has supported many of our largest clients in Government and Telecommunication to improve the way they interact with their end customers.
About the session

Government organisations are faced with legacy and emergent delivery channels which can be complex and expensive to maintain. The transition to digital delivery channels is designed to improve the efficiency and accessibility of public services, enabling citizens to interact with services anytime and anywhere, while also reducing the administrative burden on government agencies. How do we manage this shift to minimise the risk that some citizens, such as those in rural areas or older age groups, might not have access to or proficiency with digital technology, thus potentially exacerbating existing social inequality?

  1. Accessibility: What can be done to reduce the complexity of the service experience to support greater self-help, personalisation to user needs, and consistent service experience?
  2. Inclusion: How do managers safeguard access to ensure that channel shift makes services more inclusive, not less?
  3. Demand Patterns: How quickly is citizen demand shifting to lower cost delivery channels? How can we make service delivery sustainable for all users?