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Welcome To The GovCX Journal

Embark on a structured learning experience by accessing the Foundation’s journal, which features our corpus of articles, case studies, guidelines, and toolkits on successful CX practices through The GovCX Journal.

Welcome to the GovCX Journal! Here we examine how government entities prioritize and plan for customer experience. The “Direction” dimension guides entities in assigning CX leadership, identifying priorities, and formulating a CX action plan. Lets explore how this approach shapes government entities’ CX strategies.

Discover the Review

Welcome to The GovCX Journal! Explore the ‘Design‘ dimension which will illustrate how to come up with customer-centric solutions to complex challenges and subsequently formulate a plan for executing this experience of the future. Let’s explore together.

Discover the Review

Welcome to The GovCX Journal! Let’s delve deeper into the ‘Development‘ dimension and see how to ensure the successful realization of a design by focusing on accessibility, inclusivity, security, effective messaging and effortlessness. Have a look at these important considerations

Discover the Review

Welcome to The GovCX Journal! The last dimension, titled ‘Delivery‘ outlines the necessary on-the-ground considerations of a successful service. Go ahead and investigate all the components that go into an exceptional service experience!

Discover the Review

Welcome to the GovCX Journal! Under this tab you can explore all four dimensions of the International Model for Customer Experience in Government. Let’s dive in!

Discover the Review

AllDelivery

Take It to New Heights: Effective Customer Communication

Effective customer communication is used throughout service delivery and is one of the crucial factors that can facilitate building a strong and long-lasting relationship with customers. For an organisation to attain high customer satisfaction, it is important that it understands its customers fully; their needs, expectations, and reasons for approaching…
ahamdan
December 7, 2021
AllDelivery

Calming the Storms Using the 3 Rs of Conflict Management

Conflict can be any friction, disagreement or discord arising between or within an individual, multiple individuals, within a group or between different teams within an organization. It can arise in any interpersonal situation, whether it is at the frontline of service delivery or between colleagues during the design or development…
ahamdan
December 5, 2021
AllDelivery

Challenging Customers: How to Fly Through Sticky Situations

Delivering services means interacting with customers who may, at times, be unhappy. Responding to the customer in a way that saves the situation is very important. The way in which staff navigate these interpersonal situations can help uphold great customer service and lead to a better relationship with the customer.…
ahamdan
December 5, 2021
AllDesign

Smooth Sailing with a Chief Experience Officer (CXO)

Having the right team builds the foundation for CX excellence. You cannot start your CX excellence journey without an organisational structure that can support this change. This includes a CXO who is dedicated and empowered to facilitate the customer experience transformation journey, and drive positive change in the organisation.
ahamdan
November 30, 2021
AllDirection

Dive Into a Customer-Centric Culture

Say your organisation is a ship, battling the ocean currents. Think of a customer-centric culture as the anchor that has the power to hold you in place, keeping you secure. Put simply, customers want to feel seen, heard, and supported. Adopting a customer centric mindset within your organisation ensures that…
ahamdan
November 30, 2021
AllDesign

Ideation Challenges: Let the Games Begin

Ideation challenges are an effective tool used during the design process for raising innovation, highlighting areas of improvement in a certain field, and finding creative solutions to solve problems. They do this by bringing together a large number of contributors and experts who help in collecting creative inputs and finding…
ahamdan
November 27, 2021
AllDevelopment

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…
gmr
September 9, 2021