Digital Digest – Local Government


The Gandlake Digital Digest collects interesting and relevant articles with a Customer Service focus and places them here as a resource for Local Government. Whether it’s news about innovative technology, a clever approach to a particular issue, a unique way to improve Customer Service or a thought provoking opinion piece, if we like it and we think it’s helpful, we’ll grab it and place it here. It’s something we will do on a monthly basis so please remember to check back regularly.

Below is a summary of what we found interesting in August


Creating effective User Journey Maps

In a world where you can reach your customers in so many different ways, how can you ensure consistently high levels of user experience across all of those channels?
This is a step-by-step guide on how to develop effective user journey maps.

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4 ways to improve Customer Experience

The first step towards better customer experience is to put the customer at the centre of all you do

Here are four ways you can begin doing that today:
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Mobile First

The Rise of Customer Expectations – Mobile First

The Explosive adoption of mobile devices like smart phones and tablets is changing the way the internet is consumed, along with customer expectations.
The speed at which consumers adopt new technology is faster than ever before. Businesses previously drove technology adoption with the telephone, fax, PC, Mobile Phones and emails, were all adopted by business users first, then consumers. However, today consumers are leading technology adoption – and at a staggering pace.

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Internet of Everything

Top 10 Ways Public Sector Organizations Are Capturing “Internet of Everything” Value Today

This blog post looks how some “emerging technologies” are destined to vastly change customer experience

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5 Traits of Successful Customer Experience Leaders

With limited resources and authority, customer experience leaders must often move against an internal culture that seems inherently resistant to the wave of change that is required with a successful customer experience strategy. It also requires a handful of traits that are often not found in one person.
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Why before who

Do Customer Needs Drive Everything? (or why before who)

Does the customer always come first? Do customer-needs drive everything? For that matter, is the customer always right?
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10 Top Customer Experience Takeaways from Gartner 360

While there were more than 100, perhaps more than 1000, top takeaways from the recent 2014 Gartner Customer 360 Summit, here are 10 terrific insights shared by key Gartner customer service and experience analysts during the Summit including Michael Maoz, Ed Thompson, Gene Alvarez and Jenny Sussin

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Can libraries make Internet access available to those who need it most?

For Those in the Digital Dark, Enlightenment Is Borrowed From the Library.

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Future Disruptive Technology that will Change the World

A guide to the future disruptive technology everyone should know about

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Great infographic on User Centred Design

An infographic generated from a session at one of PSCSF’s recent #channelshiftcamps which focused on User Centred Design in Channel Shift programmes

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