Over the last three years, we've been changing the way we look after our customers in the UK. We've been creating a culture that puts the customer at the heart of everything we do, simplifying processes to ensure we're providing the best possible service. It's made a difference to our employees and our customers; employee engagement and customer satisfaction have both increased.
Much of the cultural change has been led by the people who know our customers best - those at the front-line of the organisation. We call this new approach "systems thinking." Hear more about it from the people who are making it happen.