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Step 2 | Customer Insight

Putting the customer at the centre of your thinking and every plan or outcome is built around this ambition

Image representing Step 2 | Customer Insight

Customer Insight teal iconGOSS have found that the most successful organisations put the customer at the centre of their thinking and every plan or outcome is built around this ambition. GOSS have worked with clients to build the understanding of customers and to put plans in place to transform the organisation around this. GOSS work with organisations to gain an understanding of the current customer insight and to create an appropriate plan of action to develop it further. GOSS work with the organisation to create customer personas and to introduce these personas to managers and service teams. The objective of this is to achieve a shared understanding of customers and their needs and desires.

6 Steps for Digital Transformation Success
The Six Steps To Digital Transformation and Channel Shift Success
Step 1 | Engagement & Transformation
Engaging right across the organisation to achieve channel shift and transform the organisation
Step 2 | Customer Insight
Step 2 | Customer Insight
Putting the customer at the centre of your thinking and every plan or outcome is built around this ambition
Step 3 | Channel Insight
Gaining an in-depth understanding of the way that channels are currently used for each service
Step 4 | Channel Access Strategy
Ensuring that services are easily accessible, simple to use, streamlined, convenient, cost effective and robust
Step 5 | Channel Improvements
Implementing the action plan for each channel using the GOSS user centred design (UCD) process
Step 6 | Process Improvements
Transforming services to ensure their processes are completely customer focused and digitally enabled
See more 6 Steps for Digital Transformation Success