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Going digital: Creating multiple access points

Duration: 2 days

Overview:

The relevance of digitalisation underpins key transformation and change development strategy for most organisations. Creating alternative customer interfaces provides greater accessibility and ease to their targeted customer segments. An access point strategy aims to deliver enhanced operational efficiency, streamlined expenses and improved customer support quality. The services that can be rendered through these access points are only increasing every day with the advent of newer and innovative technology and communication tools. This training will help equip financial service providers (FSP) with a good understanding of the wide range of access points’ landscape and provide them with the tools to select the most suitable access points in alignment with their objectives and environment.

Training Objectives:

By the end of this course, participants will:

  • List a range of digital access points available to financial service providers. Understand their strengths and weaknesses in order to select suitable access points to work with.
  • Build an understanding of the access points’ ecosystem including the broad determinants of the technology platforms.
  • Practice developing the channel strategy incorporating internal and external assessment drivers.
  • Undertake a decision tree mapping exercise to arrive at the most feasible and viable access point befitting the organisation’s channel strategy.
  • Develop an implementation plan by translating business cases to success indicators and evaluating vendors.
  • Understand the potential risks and their solutions in the journey of evaluating multiple access points.

Who could benefit from the training:

Operational and mid-level management staff who deal with strategy and technology, research and product development at microfinance institutions, cooperatives and other financial service providers.

Methodology:

The training aims to build the skills of participants to apply the content in their day-to-day work. Built on adult learning methodologies, the interactive sessions will utilise case studies, group work and exercises, with lectures kept to a minimum. Practitioners will have the opportunity to apply the guidelines discussed during the course in their efforts to create access points.