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...
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?