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Innovative Distribution Channel Distribution Channel Strategies Josie Adlam General Manager Distribution Kiwibank

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Page 1: Innovative Distribution ChannelDistribution Channel Strategies · Innovative Distribution ChannelDistribution Channel Strategies Josie Adlam General Manager Distribution Kiwibank

InnovativeDistribution ChannelDistribution Channel

Strategies

Josie AdlamGeneral Manager DistributionKiwibank

Page 2: Innovative Distribution ChannelDistribution Channel Strategies · Innovative Distribution ChannelDistribution Channel Strategies Josie Adlam General Manager Distribution Kiwibank

Understanding motives

• Need or Desire?• Need or Desire?• Cost or Customer Experience?• Business Units or Brand?• Business Units or Brand?

All of the above?• All of the above?

Page 3: Innovative Distribution ChannelDistribution Channel Strategies · Innovative Distribution ChannelDistribution Channel Strategies Josie Adlam General Manager Distribution Kiwibank

Innovation potential

Innovation ≥ Technology

Page 4: Innovative Distribution ChannelDistribution Channel Strategies · Innovative Distribution ChannelDistribution Channel Strategies Josie Adlam General Manager Distribution Kiwibank

Innovation culture

Engagement, morale, environment…

…stimulating creativity

…understanding the drivers

Page 5: Innovative Distribution ChannelDistribution Channel Strategies · Innovative Distribution ChannelDistribution Channel Strategies Josie Adlam General Manager Distribution Kiwibank

All channels are not created equal …

• Purpose• TechnologyTechnology• Cost• Capability• Capability• Reach• Optimisation• Optimisation• Interface• Acceptance• Acceptance• Customer

Page 6: Innovative Distribution ChannelDistribution Channel Strategies · Innovative Distribution ChannelDistribution Channel Strategies Josie Adlam General Manager Distribution Kiwibank

Strategic Channel Analysis

SS

W

OO

T

Page 7: Innovative Distribution ChannelDistribution Channel Strategies · Innovative Distribution ChannelDistribution Channel Strategies Josie Adlam General Manager Distribution Kiwibank

Customer Experience

• Opportunity for innovation• Opportunity for innovation• Strategy an imperative

Usability a key factor• Usability a key factor• Channel individuality

C i t t ≠ S• Consistent ≠ Same

Page 8: Innovative Distribution ChannelDistribution Channel Strategies · Innovative Distribution ChannelDistribution Channel Strategies Josie Adlam General Manager Distribution Kiwibank

ATM Scenario

RRevenue

Operate

Cost CX

Page 9: Innovative Distribution ChannelDistribution Channel Strategies · Innovative Distribution ChannelDistribution Channel Strategies Josie Adlam General Manager Distribution Kiwibank

Integrating for innovation

Integrated experience… …from integrated knowledge…from integrated technology…from integrated technology

Page 10: Innovative Distribution ChannelDistribution Channel Strategies · Innovative Distribution ChannelDistribution Channel Strategies Josie Adlam General Manager Distribution Kiwibank

CRM

• Vital ingredientVital ingredient• Fundamental philosophy • Funnel enabler• Funnel enabler• Service enhancer• Incremental approach• Incremental approach

Page 11: Innovative Distribution ChannelDistribution Channel Strategies · Innovative Distribution ChannelDistribution Channel Strategies Josie Adlam General Manager Distribution Kiwibank

User Interface

The basics take you a long way… y g y

• Customer-centric designD i ifi• Device specific

• Usability fundamentals

…but again, integrated strategy is key

Page 12: Innovative Distribution ChannelDistribution Channel Strategies · Innovative Distribution ChannelDistribution Channel Strategies Josie Adlam General Manager Distribution Kiwibank

Mobile Example

• iPhone’s inherent strengths• Usability design & testingUsability design & testing• Customer co-creation• Extensibility consideration

Page 13: Innovative Distribution ChannelDistribution Channel Strategies · Innovative Distribution ChannelDistribution Channel Strategies Josie Adlam General Manager Distribution Kiwibank

Other industry innovators

Tools Frontline

Culture

BrandTechnology

WebStandards

Back-officeLaunchLaunch

Page 14: Innovative Distribution ChannelDistribution Channel Strategies · Innovative Distribution ChannelDistribution Channel Strategies Josie Adlam General Manager Distribution Kiwibank

Retail Examples

CXCX

Page 15: Innovative Distribution ChannelDistribution Channel Strategies · Innovative Distribution ChannelDistribution Channel Strategies Josie Adlam General Manager Distribution Kiwibank

Distribution communities

• Not just your channels• Stay open to new models• Stay open to new models• Niche player learnings

Market implications• Market implications• Pick-n-choose

Page 16: Innovative Distribution ChannelDistribution Channel Strategies · Innovative Distribution ChannelDistribution Channel Strategies Josie Adlam General Manager Distribution Kiwibank

Distribution communities

Online…a few to ponder…

Page 17: Innovative Distribution ChannelDistribution Channel Strategies · Innovative Distribution ChannelDistribution Channel Strategies Josie Adlam General Manager Distribution Kiwibank

Refresh

R ti• Routine• Surprise!

Ch l d d t• Channel dependent• Ease vs. impact

Page 18: Innovative Distribution ChannelDistribution Channel Strategies · Innovative Distribution ChannelDistribution Channel Strategies Josie Adlam General Manager Distribution Kiwibank

Summary

• Innovate for an understood reason• Innovate for an understood reason• Exploit each channel’s potential• The power of integration• The power of integration• Search wide for role models

Revitalise often• Revitalise often

Look to the customer…