Case Study: Shire of Augusta Margaret River becomes customer-centric with Symplicit's CX strategy

Shire of Augusta Margaret River builds first CX strategy with Symplicit and 4,000+ data points

The Shire of Augusta Margaret River, a local government council, sought to transform from a traditional operation into a customer-centric organization. They engaged the vendor Symplicit to develop their first formal Customer Experience (CX) Strategy using Symplicit's Design Strategy service.

Symplicit implemented a human-centred design approach, gathering over 4,000 data points from staff and community to create a comprehensive CX Strategy and a three-year roadmap. The solution established a robust foundation for continuous improvement, aligning community needs with operational goals and fostering strong internal engagement. Symplicit's work provided the Shire with a clear blueprint for long-term transformation and positioned them to advance their customer experience maturity.

Shire of Augusta Margaret River