Director of Customer Experience
Queensland Department of Transport and Main Roads
2:10 PM Developing a Customer Centric Culture Focused On Meeting Customer Needs First Time, Every Time
After rolling out their customer experience transformation program – TMR are currently in stage 3 which focuses on developing and implementing cultural change across the organisation. This focuse on how you go from inventing the program and behaviours to actually making them real and tangible.
- How do you write and introduce the voice of the customer into every strategy and initiative
- Developing and implementing customer charter and measuring impacts
- Managing stakeholders e.g. engineers, contact centres and frontline staff to drive customer centricity