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AllDirection

Toolkit: Crafting an Effective Customer Experience Action Plan

Congratulations on completing the initial phases of your Customer Experience (CX) maturity review! Now that you have a clear understanding of your organisation's strengths, weaknesses, and CX gaps, it's time to channel these insights into action through the final phase of the process: action planning. This toolkit will guide you…
Alyaa Ahmed
September 12, 2023
AllDirection

Toolkit: How to Carry Out a Maturity Review Exercise?

You’ve decided to embark on your CX transformation journey, and have built your leadership team – what’s next? The second step in the process of setting the Direction of your organisation’s CX policy is assessing your strengths and weaknesses. This process is called a Maturity Review.
Alyaa Ahmed
August 19, 2023
AllDirection

The Holistic View of CX Measurement

In the famous words of mathematician, mathematical physicist and engineer, William Thompson: “To measure is to know.” This perspective proves equally vital to our modern-day public sector when considering the importance of a systematic approach to performance evaluation and monitoring with respect to CX practices.
Alyaa Ahmed
July 28, 2023
AllDesign

The Art Of Storytelling

One of the most potent techniques in every stage of service design is the art of storytelling; an effective tool that ties individual components of an initiative into a cohesive narrative that is nonetheless enjoyable to follow for receiving audiences.
Alyaa Ahmed
July 13, 2023
AllDevelopment

The Effective Service Deployment Checklist

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,…
Alyaa Ahmed
May 15, 2023
AllDirection

What Makes the Best CX Leadership Team?

When establishing public-centred direction, the first step to envisioning a new CX approach is putting the right brains behind the operation. Organisations seeking to transform their CX approach require strong leadership to bring knowledge and new ideas to the table, and to drive positive change across the organisation.
Alyaa Ahmed
May 11, 2023
AllDesign

Prototyping – A Toolkit for Practice

Prototyping is an important stage in bringing any service design to life. It is the process by which designers implement the decided upon ideas into tangible forms to varying degrees of fidelity. These can then be tested amongst service users to provide insight into what works and what doesn’t –…
Alyaa Ahmed
April 27, 2023
AllDesign

How to create a CX team

In most public sector organizations, the Customer Experience (CX) team is usually a small team (anywhere from 2 to 10 people). Nowadays, many public sector organizations are investing time and resources into figuring out the right CX org structure and operating model to boost their CX practices given the unmatched,…
ahamdan
September 6, 2022