Can customer-centric operations cost less?

Public services need further and deeper plans to drive efficiency; equally they have a unique responsibility to all segments of the community– not just the most profitable or loyal customers. So how do we find those elusive win-win solutions? Paul Smedley reports.

Each year over 650 customer service professionals gather at the customer strategy and planning conference to find out which approaches are getting the best results and to see presentations from the latest Innovation Award entries. 

This year some vital themes are emerging – the need for flexible resourcing in customer operations, the opportunity to harness the knowledge of frontline teams as well as specialists in improving process and policies, the huge diversity of local government approaches to making services accessible to local communities at a lower cost and – of course – the ramification of new markets for public services.

Written by Paul Smedley, Chair and Founder of Professional Planning Forum.
Read the full article first published in Government Business January 2013.

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