Case Study: Wrexham County Borough Council - Need for Change at Wrexham

The need for change is keeping organisations in motion. Drivers of change can include external factors (i.e. Covid-19), internal factors (service redesign) or a relevant blend of both. At Wrexham County Borough Council in Wales it was the latter. Improving (online) customer satisfaction and service levels led to a change programme to re-imagine the customer journey through technology.

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