Being customer-centric is encompassed by the Better Public Services key result areas. So, how might we be authentic to our commitment to place the customer and citizen at the centre of everything we do? How might we constantly calibrate our efforts to our customer realities so our good intentions are translated into tangible customer experience improvements in the world?
At this LDC members' clinic, Jim Scully (ThinkPlace NZ Founder) and Richard Foy (Result 10 Director), shared their experiences of addressing these questions. They presented their efforts and experiments to gain customer insight, express it in meaningful ways, and translate it into meaningful actions. They shared where they have succeeded and where they have stubbed their toes!