When combined with co-design approaches, the combination of customer insight and customer profiling allows municipalities to use a strong mix of information and established best practices to better understand their customers and to identify the most appropriate channels and approaches for service delivery.
- Moving from customer profiling to channel strategy
- Business cases, processes and outcomes
- Customer segmentation
- Using data effectively
- Using personas to enhance the use of customer insights in service (re)design
- How co-design can help cities respond to user needs