Carolyn Raine is the Executive Director of Strategy and Engagement at Local Land Services, a New South Wales government department that helps farmers and land holders with issues around biosecurity and resource management. In this episode, Carolyn shares how they’ve been able to identify issues with their customer experience and drive cultural change that has resulted in a 126 point improvement to their NPS!   Resources mentioned:  Mercury: An Intimate Biography of Freddie Mercury (book), by Lesley-Ann Jones Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)   Key takeaways (starts at 27:45): Measuring your CX is vital Embrace the ratings and review economy Support your team by building a great culture and offering ongoing training Find the X-factor in your training