Channel Shift & Self Service

Following the success of the ‘Nudging your way to reduced rent arrears’ project, we launched a large-scale collaboration to apply behavioural insights to the challenges posed by channel shift and digital self-service.

The project was designed to assist social housing providers to encourage customers to transition to using digital services and more cost-effective touchpoints. Many providers have built online tools and apps to encourage digital interaction but have then struggled to drive take-up.

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