Focus on the customer journey & operating model

Focus on the customer journey & operating model

Thursday 10th June 09:30-12:30

Event date: 10/06/2021 09:30 - 12:30 Export event

This virtual Case Study Live is your chance to meet and speak with Awards finalists from two inspiring and contrasting nominations at North Yorkshire County Council and ClickMechanic. Both finalists have built completely new operating models that puts the customer at the heart of what they do and, whatever your sector, you have much to learn from the challenges they faced, the stakeholders they needed to engage and the solutions they put in place. At this virtual, interactive workshop, you can hear more about how they achieved their success.

  • Gain insight on how to create an operating model that’s truly joined up and creates a seamless experience for customers. 
  • Learn about engaging stakeholders, internally and externally, to create a service that is truly fit for purpose. 
  • Understand the importance and roles of data analysis, technology, communications plans and social media delivering for both customer and colleague. 

Understand more about what’s happening in other organisations and sectors. Meet key stakeholders in these organisations and can network to learn from other members working on these same topics and challenges. This session will be of interest to anyone looking to learn about customer strategy, joined up customer journeys and successful operating models. 

At ClickMechanic, they aim to bring transparency, trust, and convenience to car repairs, identifying a clear gap in the market. This is made possible by an operating model that’s truly joined up, creating a seamless journey that removes effort for both mechanics and customers. Another key ingredient of success is an innovative quote engine, in a simple-to-use app, that brings together data from a variety of sources and uses machine learning to generate simple, fixed-price quotes. This brilliant awards story offers members fantastic insight and learning about how to use data, focus on the customer and be transformative in your sector.

At North Yorkshire, a collaboration headed by the County Council provided comprehensive, critical services to vulnerable residents, within 2 weeks of the first lockdown. They engaged all 7 local councils and a host of community or volunteering groups, across this vast area of England. Dedicated teams within the county council to offer a three-tier operating model in which nobody was missed, and volunteers could provide face-to-face support where this was appropriate. The data and technology journey was key to success and a powerful communications strategy, in which videos, social media as well as outbound calling and chatbots all played key roles, often for the first time in the council. Crucially, this was two-way, with lots of feedback and learning to improve services and provide a platform for the future. It’s a total game changer in terms of how all the partners work together and the extraordinary pace of change. 


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