Knowledge Bank

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 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 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

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 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 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

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 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

Take It to New Heights: Effective Customer Communication

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

Calming the Storms Using the 3 Rs of Conflict Management

Challenging Customers: How to Fly Through Sticky Situations

Bloom Your Customer Journey Map: Points to Consider Beforehand

Smooth Sailing with a Chief Experience Officer (CXO)

Dive Into a Customer-Centric Culture

Ideation Challenges: Let the Games Begin

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

What does an Effortless Experience Look Like?

Contact

The Foundation

Legal