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What does an Effortless Experience Look Like?

We have all experienced an effortful experience. Whether it was being constantly transferred between call center agents, experiencing impersonal, robotic service, or just not knowing how to obtain the information we needed. Examples are abundant in our personal experiences. However, now that we know what an effortlessness does not look…
September 9, 2021

Effortlessness: A New Frontier in Public Service

The case for CX in governments is undisputable. Yet, there remains a missing puzzle piece. While customer complaints most often describe services as ‘too slow’, the latest research suggests that ‘reliability’ and ‘simplicity’ are the real underlying drivers of satisfaction. A fantastic customer experience, therefore, is at its core an…
May 29, 2021