Overview
General overview
This program seeks to guide managers who are responsible for transformation journeys as well as day-to-day management of physical distribution networks through the challenges of rapidly increasing digitization and shifting customer trends, especially in our current challenging environment. It will help attendees strategically rethink the role of physical distribution in a digital world as well as look at specific actionable improvements in day-to-day operations of the branch network and its optimal positioning on the distribution platform.
This program seeks to guide managers who are responsible for transformation journeys as well as day-to-day management of physical distribution networks through the challenges of rapidly increasing digitization and shifting customer trends, especially in our current challenging environment. It will help attendees strategically rethink the role of physical distribution in a digital world as well as look at specific actionable improvements in day-to-day operations of the branch network and its optimal positioning on the distribution platform.
Among others, we will look into using a modern data-driven approach to guide the development and ongoing evolution of an optimal physical network footprint, review popular branch network formats, and analyze key layout considerations, look into effective customer service models and tools (incl. remote vs. on-site, high-touch vs. low-touch, human touch, assisted self-service and self-service) as well as gain insight into effective management of the network and the transformation journey.
What will you get out of this Masterclass?
- Make the best use of data and tools available within the organization to guide network development and optimization decisions
- Have a good understanding of modern branch formats, their pros, and cons, and the ability to apply the right formats in the context of their organizational specifics
- Understand and be able to apply the right customer tracking solutions to develop a good understanding of customer experience at branches
- Rethink the role of physical channels and adjust the customer service model to boost customer onboarding to digital platforms
- Be able to adjust roles and responsibilities at branches to reflect shifting customer trends
- Be able to effectively guide the transformation journey with minimum client disruption
- Certificate of completion
Who is this Masterclass most suited for?
- Heads of Innovation; Transformation; Distribution; Strategy
- Branch network Managers, Omnichannel Managers
- Customer experience Managers
Speakers
Slawek Koziol
Adaptovate
Project Lead – Europe
Practical information
Date
29 June - 2 July 2021
Duration
3-hour sessions during 4 days
- starts at 10:00 CET / 12:00 Dubai time / 16:00 Singapore time
Platform
Online platform
- the link will be shared with participants one week prior to the Masterclass
Pricing
For Efma member institutions - €1,200
For non-member institutions - €1,800
For non-member institutions - €1,800
Register
Ticket: Physical Distribution in a Digital World
- €1,200 for Members
- €1,800 for Non-members
Rastislav Križan
Efma
Events & Project Coordinator