- Real time
- On demand
- Online first
- Do it yourself
Real time: The customer can begin or progress a journey at any time, pretty much regardless of location, with responses and updates in real-time and personalised to meet the customer’s evolving needs.
On demand: The service provider has the flexibility to adapt and adjust the services delivered to the customer on demand.
Online first: The customer is able to accomplish all activities and transactions associated with the journey online. An offline channel need only be used if absolutely required to handle a physical product, service or intervention.
Do it yourself: The customer is provided with the capability, and has the choice, to complete the activities and transactions associated with the journey alone. Interaction with a service provider representative is not required.
Social: The journey is tightly integrated with digital social media, so at any stage of the journey the customer is able to access social media for advice, recommendations and feedback.