Digitising customer services can simplify and streamline interactions, yet the value promises to be limited when the systems and processes behind them remain unchanged.
Unlocking better outcomes at scale requires leaders to rethink how services operate end to end, aligning customer needs with operational efficiency and giving teams the freedom to challenge established ways of working. Here, Tristan Thomas – Director of CustomerFirst at the UK Government's Department for Science, Innovation and Technology – shares lessons from modernising legacy services. Drawing on his experience bringing a start-up mindset into government, he explores the organisational barriers to change and why putting customer satisfaction first can deliver benefits for both service users and employees.
Key themes:
- Why it's important to question inherited practices and outdated assumptions
- The downstream gains in efficiency and cost to serve that follow customer-centric service delivery
- Why enterprise silos and misaligned incentives present bigger hurdles to progress than technology alone
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