International Model for Effortless Customer Experience in the Public Sector

Public service delivery has undergone a remarkable transformation in recent years, often taking inspiration from the private sector to meet rising customer expectations and national challenges. Implementing customer experience (CX) strategies in government was a major leap towards realizing several untapped opportunities. A human-centered mindset in the design of a customer’s end-to-end service journey, alongside borrowing next-generation best practices from the private sector, have both been instrumental in benefitting several areas in the government.

The case for CX in governments is undisputable. Yet, there remains a missing puzzle piece. While customer complaints most often describe services as ‘too slow’, the latest research suggests that ‘reliability’ and ‘simplicity’ are the real underlying drivers of satisfaction. A fantastic customer experience, therefore, is at its core an effortless experience. This means removing barriers from transactions and making the process streamlined, easy, and simple.

This training course will introduce you to the International Model for Effortless Customer Experience, which focuses on delivering public services to the customer with minimum effort and a high level of satisfaction and trust. Participants who complete the training are expected to have the full knowledge and capability to implement the effortless customer experience model with confidence. During this training:

• You will be introduced to the latest developments in customer experience practices.
• You will understand the fundamentals of the international model for effortless customer experience in the public sector.
• You will be equipped with the best tools and techniques to implement the model and transfer the knowledge gained to other employees.