The customer experience and insights lead within the National Customer Team, Diane specialises in customer experience transformation, from strategy through to execution using customer insights and analytics, supported by customer measurement.
Partner
Diane Rutter
Diane is a partner and the Consulting Diversity & Inclusion Lead and Customer Experience Lead at PwC Australia
Latest articles by Diane Rutter
Report
Keeping up government’s end of the trust bargain
Trust in governments skyrocketed amid the uncertainty brought by Australia’s 2020 bushfires and the ongoing COVID-19 pandemic. Keeping it high requires governments to focus on the attributes citizens value most.
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Article
Five ways government services can humanise their technology
Many governments are turning to digital solutions to improve service delivery. But this can be daunting for their most vulnerable clients. It requires a human approach, backed by data and analytics.
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Article
How to fix the government trust issue
With citizen trust declining, it’s becoming harder for governments to support the very people they are tasked with protecting. An intervention that promotes better experiences, values and behaviours will help rebuild broken bonds.
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