THE DIGITAL COUNCILApps Font Awesome Icons Box Shadow CSS Project Tectonic Ideas Edit this I...

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JOHN MCMAHON THE DIGITAL COUNCIL EXCEEDING CUSTOMER EXPECTATIONS

Transcript of THE DIGITAL COUNCILApps Font Awesome Icons Box Shadow CSS Project Tectonic Ideas Edit this I...

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JOHN MCMAHON

THE DIGITAL COUNCIL EXCEEDING CUSTOMER EXPECTATIONS

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PEOPLE EXPECT ALL DIGITAL SERVICES TO LOOK COOL

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PEOPLE EXPECT TO GET TO THE INFORMATION THEY WANT QUICKLY

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THE DIGITAL OFFSET EFFECT JM

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TIME 2007 2017

THE DIGITAL OFFSET EFFECT

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CALL VOLUMES

Simple

Frequent

Queries

Complex

Queries

Progress

Chasing

WHY HASN’T THIS HAPPENED?

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SIMPLE QUERIES

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CALL VOLUMES

DICTATE Qs SHOWN

AND SHOULD CHANGE

WHEN THEY NEED TO

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COMPLEX QUERIES

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EXAMPLE

Why doesn’t my benefit cover all my rent?

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