The foundation is committed to building a rich learning hub for and by CX practitioners. The case studies are taken from public and private sector organisations all over the world to offer a truly diverse selection of resources to spark inspiration in any reader. The case-studies highlight inspiring examples of CX transformation in governments and the private sector, bringing to life key concepts explored in the framework by telling the story of how different entities have used CX principles to face complex challenges. Some success stories often conclude with a quantitative evaluation of the intervention in question to highlight its degree of effectiveness, alongside providing suggestions for future improvement.
The toolkits, on the other hand, provide practical, on-the-job guidelines to help translate theoretical learnings into the real world. They start by defining the importance of a selected idea, contextualise it amongst other related concepts, and finally outline how it can be realistically implemented through a few clearly defined points. All guidelines are a short, digestible read, and are meant to assist the CX transformation team in implementing the how-to of a specific concept in the framework. The guidelines sometimes end with a selection of extra readings that can be explored to build on any related ideas.
CASE-STUDY BANK
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