This week the Brew Crew discuss why the customer should be at the centre of any change initiative. Their special guest is Sushma Sundaran, a Senior Technology Delivery Manager at the Home Office, with extensive experience of customer-centric change. Topics covered include: listening to, understanding and meeting diverse customer needs; customer journey mapping; the customer experience; customer retention; the importance of shared values; the human touch; using CATWOE, the SARAH curve and more.