Transitioning from customer service to customer experience focus is complex.
It entails shifting from resolving individual interactions to holistically enhancing the entire journey. This demands reshaping processes, technology, and culture.
Achieving consistency, predicting needs, and embedding a customer-centric ethos poses challenges in both mindset and operations, making it more complex when you already have a day job.
Proto were really great at engaging with all different stakeholders throughout this process – from getting our operational staff on board to educating executives on why we were going through this process and how it would look.
I expected a long drawn out process working with you and the turnaround time was was brilliant. Absolutely brilliant. My expectations were exceeded in terms of how quickly we got through the process, without sacrificing anything.
I would highly recommend Proto Partners as they have an in-depth knowledge on how to improve customer experience and work very closely with internal teams to deliver a really positive result not only for customers but also for the teams.
Find out what’s most important to your customers with research that clarifies, not confuses.
Create a strategy that ensures every experience is driven by excellence to create a positive customer experience.
Deliver improvements through a team of people who share a set of attitudes, values, mindsets and behaviours that put the customer at the heart.
Here's how we can help.
Build upon your excellent customer service with a detailed CX StrategyLearn more
Map your key services and uncover pain points and opportunities for improvementLearn more
Involve all your staff in creating a customer-centric cultureLearn more
Improve your Services by adding a customer lens to Service Delivery ReviewsLearn more
Let's talk about it.GET IN TOUCH
As Proto CEO, Damian is responsible for working with our Local Government clients and helping them develop and implement their Customer Experience Strategy. He has a wealth of local, state and Federal Government experience having led projects for Camden, Campbelltown, Albury and Lane Cove Councils. Over the past 14 years, he has led over 200+ projects and brings that experience and insight to each Local Government engagement.