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The case study introduces and discusses the user-centric strategy implemented by the Chamber of Commerce of Cosenza, an autonomous public law entity that carries out observation, regulation, and market promotion activities for the development of local businesses. This new strategy is an integral part of the change process initiated by the new presidency in 2014, aimed at responding to the several challenges posed by the complexity of the regional socio-economic system, the national reform of the Chambers of Commerce, and the pandemic emergency. Born in a difficult socio-economic and political climate, the Chamber's 'user-centric' strategy has set the goal of reaching out to all businesses in Cosenza, not just passively waiting for their requests, thereby strengthening the competitiveness and social capital of the region. To this end, the Chamber of Commerce has undergone a complete restructuring through the project 'OpenCameraCosenza', condensing the Chamber's new strategic vision. 'OpenCameraCosenza' has promoted a new way of doing things, characterized by openness, listening, and sharing. The Chamber has implemented the new strategy through a series of highly integrated interventions that have had a significant impact on the region, increasing both business performance and the level of service users' satisfaction.