Timeline for action

Horizon 0: Strategy adoption through first 6 months

Upon adoption:

• 2.1 Review of channels (continues through all remaining horizons)
• 3.1 Customer interaction review (continues through all remaining horizons)
• 5.1 Plan for cultural change (continues through all remaining horizons)
• 5.3 Harnessing feedback (continues through all remaining horizons)
• 6.1 Making processes easier (continues through all remaining horizons)

3 months in:

• 6.3. Building strategic partnerships (continues through all remaining horizons)

5 months in:

• 5.2 Evaluation framework (continues through all remaining horizons)
• 6.2 Expanding payment options (continues through all remaining horizons)

Horizon 1: 6-12 months post-adoption

6 months in:

• 1.1 Website redesign (continues through all remaining horizons)

• 1.2 Expanding online services (continues through all remaining horizons)
• 2.2. Channel strategy (continues through all remaining horizons)
• 3.2 Holistic framework (continues through all remaining horizons)
• 4.1 Improved touchpoints (continues through all remaining horizons)

9 months in:

• 2.3 Aligning channel practice (continues through all remaining horizons)
• 3.3. Improvements (continues through all remaining horizons)
• 4.2 Service where customers are (continues through all remaining horizons)
• 4.3 Whole-of-customer view (continues through all remaining horizons)

Horizon 3: 12 months to 2 years post-adoption

12 months in:

• 1.3 Online accounts and personalisation (continues through all remaining horizons)
• At this point, all initiatives have begun and are progressing through rounds of continuous improvement

Horizon 4: 2 to 5 years post-adoption

2 years in:

• At this point, all initiatives are progressing through rounds of continuous improvement.