On this episode of Better Business Outcomes, Stephen Waddington from Wadds Inc. welcomes Caroline Marrows, Head of News at Citizens Advice.


They discuss:

• The role and origin of Citizens Advice in supporting people with issues related to legal, debt, consumer, and housing

• Managing demand for services from the public, and insight from the media while maintaining high levels of customer satisfaction and quality outcomes

• Navigating a complex stakeholder environment and speaking truth to power for those without power

• The benefit of strong leadership communication and engagement in leading public and policy debate

• How focussing on outcomes leads to better business outcomes and supports planning and decision making