CXL - Customer Experience LeadersCXL - Customer Experience Leaders

How to spend $129M on customer experience transformation

View descriptionShare

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: 


Key takeaways (starts at 33:40):

  1. Have a clear vision and executive buy-in
  2. Have a plan and take ACTION!
  3. Don't be afraid to work with external experts
  4. Sell the ROI with a robust business case
  • Facebook
  • Twitter
  • WhatsApp
  • Email

In 1 playlist(s)

  1. Customer Experience Leaders

    59 clip(s)

CXL - Customer Experience Leaders

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jar 
Social links
Follow podcast
Recent clips
Browse 59 clip(s)