Project overview
I partnered with the Auckland Economic Development Agency to shift their approach from siloed departmental thinking to a unified, customer-centric strategy.
Project details
Recognizing that each department was viewing their customers in isolation, I coordinated a series of stakeholder workshops designed to break down these barriers and foster cross-departmental collaboration.
Project Details
- Auckland Economic Development Agency Client
- aucklandunlimited.com Website:
- October 2023-January 2025 Date:
- customer 360, cx strategy, growth strategy Category:
These workshops brought together teams from across the agency to analyze customer data and behavioral insights, encouraging them to view their audiences from a holistic perspective. Through this process, we developed stakeholder ecosystems for each of the agency’s six core stakeholder groups, providing a high-level framework to better understand customer needs and interactions.
This unified approach not only improved customer understanding but also created opportunities for more cohesive processes and strategies. By focusing on stakeholder groups rather than individual departmental needs, the agency was able to streamline operations, enhance customer engagement, and identify new opportunities for growth.
The project laid the groundwork for more integrated, efficient workflows and set the stage for ongoing collaboration across the agency, ultimately strengthening their ability to support Auckland’s economic growth.