Knowledge Bank

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

Welcome to the Knowledge Bank! 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.

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All Direction

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 AhmedSeptember 12, 2023

All Direction

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 AhmedAugust 19, 2023

All Direction

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 AhmedJuly 28, 2023

All Direction

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 AhmedMay 11, 2023

All Direction

Don’t Bark Up the Wrong Tree: 6 Mistakes to Avoid When Journey Mapping

While most organisations know the importance of journey mapping, many fail at incorporating this tool into their customer experience initiatives – as though they’re planting a seed but not watering it. For an organisation to increase the value of its customer journey map, this tool must live up to its…

ahamdanDecember 7, 2021

All Direction

7 areas where human-centred design was exceptionally useful in the public sector during COVID-19

The pandemic has revived our faith in the human ability to adapt and survive during challenging times. Many of us have shown our appreciation for health care workers’ tremendous fight on the front lines. We’ve seen mums inventing hugging machines to let their kids safely hug their grandmas and grandpas.…

ahamdanDecember 5, 2021

All Direction

Bloom Your Customer Journey Map: Points to Consider Beforehand

We’ve all heard of customer journey mapping, but do we often have a systematic think about this process before jumping in? Preparing for a journey mapping exercise is just as crucial as the initiative itself, with many points to consider.

ahamdanDecember 5, 2021

All Direction

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…

ahamdanNovember 30, 2021

Welcome to the Knowledge Bank! 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.

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All Design

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 AhmedJuly 13, 2023

All Design

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 AhmedApril 27, 2023

All Design

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,…

ahamdanSeptember 6, 2022

All Design

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.

ahamdanNovember 30, 2021

All Design

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…

ahamdanNovember 27, 2021

All Design

How to use journey maps to see your organisation in a new light

The words came from a director general in a major cosmopolitan city. In one of the public service transformation projects I was engaged in, my team had just concluded a meeting where we, in collaboration with the director general’s team, had sketched out a journey map for investors.

ahamdanNovember 24, 2021

All Design

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…

gmrMay 29, 2021

Welcome to the Knowledge Bank! 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

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All Development

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 AhmedMay 15, 2023

All Development

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…

gmrSeptember 9, 2021

Welcome to the Knowledge Bank! 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!

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All Delivery

Employee Engagement: The Hidden Foundation of Customer Experience

While organizations are rightfully directing their focus toward an exceptional customer experience within a customer-centric framework, there is often a hidden underlying truth that permeates all levels of the organization.

Alyaa AhmedJuly 21, 2023

All Delivery

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…

ahamdanDecember 7, 2021

All Delivery

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…

ahamdanDecember 5, 2021

All Delivery

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.…

ahamdanDecember 5, 2021

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

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All Direction

Welcome To The Knowledge Bank

Toolkit: Crafting an Effective Customer Experience Action Plan