Evolution of ‘in-store' - can bricks & mortar and eCommerce work together effectively?
Omni-Channel Retailing SummitSpencer ChapmanImtiaz Kaderbhoy
• 1660 – General Post Office established
• 2013 – Post Office Ltd separates from Royal Mail
• Owned by Government
• 11,800 branches …….and growing
• 33,000 service points ……… and changing
• 2,500 ATMs
• Over 20M unique visits a week
• Is the largest post office network in Europe, and the largest retail branch network in the UK…….
• …….handling more cash (almost GBP100bn pa) than any other business
• We settle more than 500m household bills pa and are the largest provider of foreign currency in the UK
Post Office….a history lesson
• We were product focused
• We were a channels business
• We were siloed
• We were overly focused on the network
• We were not customer centric
• We were not insight driven
• We did not have the infrastructure to achieve our vision
A moment of clarity
A moment of clarity
What we are doing about it…..
• Developing a single view of our customers
• Developing propositions based on insight and fact
• Creating a single Post Office customer account
• Launching and integrating our mobile channel
• Optimising our online customer journeys
• Aligning our branch experience / customer journey to our online and mobile
channels
• Creating a targeted self service capability
• Launching a platform to integrate all of the above
• Replace our counter infrastructure
• Adopt test and learn to speed time to market
What we are doing about it…..
Where we are going…..
Evolution of ‘in-store' - can bricks & mortar and eCommerce work together effectively?
Omni-Channel Retailing SummitSpencer ChapmanImtiaz Kaderbhoy