JOHN MCMAHON

THE DIGITAL COUNCIL EXCEEDING CUSTOMER EXPECTATIONS

PEOPLE EXPECT ALL DIGITAL SERVICES TO LOOK COOL

PEOPLE EXPECT TO GET TO THE INFORMATION THEY WANT QUICKLY

THE DIGITAL OFFSET EFFECT JM

TIME 2007 2017

THE DIGITAL OFFSET EFFECT

CALL VOLUMES

Simple

Frequent

Queries

Complex

Queries

Progress

Chasing

WHY HASN’T THIS HAPPENED?

SIMPLE QUERIES

CALL VOLUMES

DICTATE Qs SHOWN

AND SHOULD CHANGE

WHEN THEY NEED TO

COMPLEX QUERIES

EXAMPLE

Why doesn’t my benefit cover all my rent?