How to spend $129M on customer experience transformation

Bruce Dobson is the Director Customer Experience and Business Transformation at the City of Boroondara. He is leading a revolutionary $129M customer experience and business transformation strategy at this local government. This transformation will reconstruct every customer touchpoint and operation over a 15 year period to truly focus on customer centricity. And on this episode, Bruce walks us through the $129M program in detail, the challenges they've had implementing it so far, and how they plan to return $182M in savings as a result of implementing the business case. Resources mentioned: Leadership books by Patrick Lencioni (author) The Boroondara Customer First Program — overview (article) The Boroondara Customer First Program — business case (document) Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) Key takeaways (starts at 33:40): Have a clear vision and executive buy-in Have a plan and take ACTION! Don't be afraid to work with external experts Sell the ROI with a robust business case This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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How to spend $129M on customer experience transformation is an episode from Customer Experience Leaders | CX tips, insights and practical advice by Adam Jaffrey.

This episode is 41:00 long.

This episode was published on Dec 9, 2019.

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