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