In this episode, Jo Causon, CEO of the Institute of Customer Service, is joined by Myrtle Lloyd, Director General for Customer Service at HMRC, to explore the realities of leadership, delivering service excellence and navigating the evolving customer landscape.
Myrtle shares valuable insights into HMRC’s approach to public service delivery, highlighting the importance of keeping customers at the heart of digital transformation and continuous service improvement.
Jo and Myrtle also discuss the importance of colleague engagement and effective change management within large organisations. They explore how connecting employees to the organisation’s wider purpose, listening to frontline insights and recognising the cumulative impact of change can help sustain engagement, build organisational capacity and create a culture of continuous improvement.
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