Reducing demand at scale: An executive approach to channel shift that delivers real service relief description

Channel shift is often talked about but rarely delivers the scale of impact expected. This session examines what it takes at an executive level to turn channel strategy into measurable reductions in demand and pressure on frontline services.

Key topics:

• Why channel shift initiatives fail to deliver meaningful demand reduction.
• The leadership decisions required to drive behaviour change at scale.
• How to align digital access, communications, and services to relieve pressure.