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.
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.
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.
Read moreMany 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.
Read moreWith 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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