Customer Centricity Report 2023

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To achieve the best outcomes, it’s about people.

Technology alone is not enough. Yet, in a digital economy—putting customers first requires tech-enabled prowess. The objective of this report is to help councils more closely align with the needs of their community and open a dialogue about the digital path forward.

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Most councils believe customer centricity and digital services are necessary, and are aware that they'll need to catch up - but for many it’s not an immediate investment and transformation priority. Community expectations and industry trends show this approach threatens councils’ standing and ability to remain cost-effective. Councils that don't invest in technology that will support customer centricity risk being left behind and creating a dissatisfied, disengaged constituency.

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Customer centricity is good business

United systems that help you put customers first ensure every part of an organisation can make decisions aligned to its stakeholder’s expectations and desires—and adapt to diverse and changing customer needs in nuanced ways.

Get your hands on our 2023 customer centricity report for the full results!

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Fill out the form below to download the full report