Delivering consistent customer experiences across diverse audiences requires a clear understanding of the needs, capabilities, and circumstances that shape how people access services. Customer leaders must then translate that understanding into inclusive service design, integrated support channels, and decision-making informed by customer insight.
For Simone Woodrow, the Head of Customer Experience, Equalities & Extra Support at HM Revenue & Customs (HMRC), addressing these imperatives is central to her remit. And in this lightning fireside chat, she shares how the organisation puts them into practice.
Key themes:
- Why inclusion should be embedded into transformation from the outset
- How organisations can balance digital self-service with seamless pathways to human assistance and specialist support
- Why customer experience must inform leadership and governance throughout the enterprise – and how to measure what genuinely matters to customers
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To watch more video interviews with thought leaders from our community, check out our Shorts series.
