Strengthening Connection: Social Futures’ Customer Experience Roadmap
Client: Social Futures
Social Futures is a leading community services organisation with almost 50 years of experience delivering programs across northern and western NSW and parts of South East Queensland. Their services span housing and homelessness, youth and family support, mental health and wellbeing, disability inclusion, veteran support, seniors, and sector capacity building. Guided by the vision of thriving people, strong communities, they are values-led and purpose-driven, working to achieve positive social change.Great customer experience (CX) is one of Social Futures’ strategic objectives, and with learning as one of their values, they are committed to continual improvement in how they deliver for the people and communities they serve.
Challenge:
Social Futures has strong values, dedicated teams, and a deep commitment to the people and communities they support. They sought guidance on how to further elevate the experience provided to clients and identify ways to work more effectively across the organisation to deliver on this vision. The aim was to build on their existing strengths, create a shared understanding of customer experience across the organisation, and connect that to their 2024–2027 Strategic Plan, ensuring CX principles were embedded into culture, systems, and service delivery.
Approach:
Change Playbook partnered with Social Futures to design a three-year CX roadmap, grounded in evidence and co-design. We began with a CX Maturity Assessment, engaging a cross-section of staff from across the organisation in a series of interactive workshops. The process explored current and target maturity levels across seven core CX capabilities:
- Customer Understanding
- Customer-Centric Culture
- Operational Effectiveness
- Strategic Alignment
- Data & Technology
- CX Design & Innovation
- Performance & Insights
This approach was designed to create a shared understanding of where the organisation currently sits, and to identify practical opportunities to grow and evolve customer experience in line with their strategy and values. The energy and thoughtfulness in these sessions set the tone for honest, reflective, and forward-thinking conversations throughout the collaboration. Insights from these sessions were combined with a review of customer feedback, organisational data, and strategic priorities. From there, we developed a sequenced, three-year roadmap with initiatives prioritised for impact, feasibility, and alignment. The roadmap builds from building on strong organisational foundations for customer experience, to strengthening capability and enhancing services, and ultimately embedding customer experience into everyday ways of working for long-term impact.
Outcome:
Social Futures now has a clear, organisation-wide roadmap for uplifting customer experience. The work has:
- Provided practical steps to enhance CX capability and strengthen cross-team collaboration.
- Further positioned CX as a strategic enabler for delivering on Social Futures’ purpose and values.
- Energised leaders and teams, creating alignment and momentum for ongoing CX improvement.