Development

Congratulations! You’ve completed your new service design and development phases and made it to the Delivery phase of your CX journey, and you are now preparing to offer your new service to the public. The International Model for Customer Experience in Government offers a checklist of steps to help you,…

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…