Customer experience

Change Associates partners with Adept and Amey to create the Customer Experience Toolkit for Place Leaders

26 Feb 2021

The Customer Experience Toolkit for Place Leaders includes practical exercises, templates, case studies and ideas to take you step-by-step through the five building blocks to customer excellence in local government.


Driving €17m savings for AVIS

Close shot of a white car
20 Dec 2018

Our latest case study explains how Change Associates saved Avis Budget Group achieve savings of €17m.


Reshaping local government capability – for society and for the bottom line

3 Aug 2018

Our research into trends in both the public and private sectors has resulted in a set of research insights that includes recommendations for council leaders looking to implement change. Through our work with authorities and their leaders, we understand the critical elements needed to drive transformation in the sector.


Five ways to improve the customer experience in local government

27 Apr 2018

At Change Associates we have found from our work with the private and public sectors that becoming a truly customer-centric organisation requires vital building blocks which we have grouped under the following five areas.


Optimising the Local Government Customer Experience

20 Apr 2018

Customer experience has become the arena in which twenty-first century organisations are competing, structuring themselves and shaping their strategies, with the bar being set high by organisations such as ASOS, John Lewis, Zappos. But how does this apply to the customers of local government? Can – and should - a resident’s experience of finding out the dates of their bank holiday bin collec...


Use the power of your brand to optimise customer experience

30 May 2017

Shared values, beliefs and principles that underpin organisational culture and decision-making need to be evident in every customer’s experience. So how can your organisation encapsulate shared values in a way that embeds them in all communications and interactions? The answer is your brand. Brand is still misunderstood by many and its importance even dismissed by the operational side of busines...


To optimise the customer experience - find the story within the data

25 Apr 2017

Change Associates’ recent research into the drivers behind creating the optimal customer experience led to a number of discussions around data, as you might expect Data surrounds us, it’s everywhere, and there’s so much of it. Businesses that collect data can use it to predict future development; the most successful will use the messages from the data to set direction, communicate with teams...


For the best customer experience - make a deal and express your shared values

25 Mar 2017

Through interviews with organisations with a strong track record in optimising the customer experience and conversations with subject matter experts, we drew out ten ways in which organisations could address the challenges they currently face.


Customer experience - create a leadership ethos not an agenda

2 Mar 2017

The first in our series of blogs about optimising the customer experience. Our research identifies five challenges facing any organisation wishing to become more customer-centric. It includes 10 recommendations for overcoming these challenges, based on interviews with industry leaders such as John Lewis, Avis and Pick n Pay, case studies and our own in-house expertise.


Measuring and managing the customer experience - an old idea gains new currency

9 Dec 2016

We all, no doubt, have preferred models and frameworks that stand the personal test and time as new management fads come and go. And for me, the SERVQUAL model of service quality is one I return to again and again. For all its limitations, I've yet to come across a better encapsulation of how to analyse customer expectations.