Customer Immersion Programme for Enhanced Staff Capability and Empathy
The Customer Immersion Programme within CPD has responsibility for planning and driving forward customer understanding. Immersion being seen as integral to the HMRC design process. CPD SLT are championing all teams to utilise the insight immersion can bring. We aim to build on the expansion of the immersion programme a…
Source ID: UK-ocds-b5fd17-8c215268-2aa3-48db-a759-d801552c779b
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As published by the source; may be updated by the buyer.
Scope overview
The Customer Immersion Programme within CPD has responsibility for planning and driving forward customer understanding. Immersion being seen as integral to the HMRC design process. CPD SLT are championing all teams to utilise the insight immersion can bring. We aim to build on the expansion of the immersion programme a senior levels including DDS and DGS.
Customer Immersion has been identified as an essential part of the initial approach to building capability, empathy and understanding in our staff.
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