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

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.
&nbsp;
Resources mentioned:&nbsp;
<ul>
<li>Leadership books by <a href="https://www.amazon.com.au/s?i=stripbooks&amp;rh=p_27%3APatrick+M.+Lencioni">Patrick Lencioni</a> (author)</li>
<li><a href="https://www.boroondara.vic.gov.au/about-council/council-administration/council-plan-and-budget/major-projects-proposed-budget-2019-20/boroondara-customer-first-program">The Boroondara Customer First Program &mdash; overview</a> (article)</li>
<li><a href="https://www.boroondara.vic.gov.au/sites/default/files/2019-04/boroondara-customer-first-program-business-case.pdf">The Boroondara Customer First Program &mdash; business case</a> (document)</li>
<li><a href="https://itunes.apple.com/au/podcast/anecdotally-speaking/id1336755633?mt=2"></a><a href="https://www.linkedin.com/in/michaelmomsen">Michael Momsen</a> (LinkedIn)</li>
<li><a href="https://www.linkedin.com/in/adamjaffrey">Adam Jaffrey</a> (LinkedIn)</li>
</ul>
&nbsp;
Key takeaways (starts at 33:40):
<ol>
<li>Have a clear vision and executive buy-in</li>
<li>Have a plan and take ACTION!</li>
<li>Don't be afraid to work with external experts</li>
<li>Sell the ROI with a robust business case</li>
</ol>

Wavelength Creative

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot'​ customer feedback.

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt &mdash; the market leader in 'on the spot'​ customer feedback.

We reveal the secrets of how great brands delight their customers.

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