All episodes
Exploring digital communication and interaction channels
The COO agenda
Channel shifting - Identifying opportunities for improvement and innovation
Assessing your customer channels
The risks and challenges of legacy systems
Analyzing customer feedback and pain points
Evaluating the strengths and weaknesses of your channels
What is a business transformation?
Conducting an assessment of your customer service channels
Benefits of channel shifting for both businesses and customers
Seven steps to creating a digital product roadmap for a digital transformation
Analyzing customer behavior and preferences
Understanding traditional vs digital channels
Understanding key channels in a channel shift
Redefining customer experience in today's business landscape through a channel shift
Remove the grey
What does trust buy you?
Creating an Omni channel experience
Do you have the discipline to stick to your vision?
Digital identity risks
Creating and managing digital identity
What is digital identity?
Implementing a channel shift
Part 4 - Technology's role in channel shifting
Part 3 - The challenges of channel shifting
Part 2 - Benefits of channel shifting
Series: What are the key areas of a successful channel shift?
Digital Government extends beyond digital self service
What the heck is ChatGPT?
Welcome to Season 5
What are trust frameworks
The downside of delaying digital transformation for government agencies
Five Trends in Transforming Government in 2022
NFL Conference Championship
Your customer's highest effort is your biggest inefficiency
Leadership
Omni-channel customer interactions
Opportunities to turn the tide of the Great Resignation
2022 NFL Divisional Playoff Weekend
Factors for Government to consider in Digital Delivery
Digital is not about technology
Top reasons why people are quitting during the Great Resignation
Pandemic Digital Board Game being Delisted from Multiple Stores
2022 NFL Wild Card Weekend Predictions
Why take a product-based view
How should organizations deliver on digital initiatives?
What is a Model Office?
Going back to the office
No end in sight for the Great Resignation
Digital is a change in mindset
Y2K22
Managing Distributed Teams
Maker's Mark 101 review
Efficiency is key
Cybersecurity and Privacy
Tracking and Transparency
Unlocking data
Omni channel experience
Mobile now
Digital first mindset
Seven trends in digital government
Program Governance
Why is the biggest risk to Digital Transformation often the C-suite?
What is the value of digital?
The Roles Needed in a Transformation (Part 1)
Everybody wants to be a gangster
Agile mindset
Just start!
Summer is a great time to change patterns
Consistency over Intensity
The power of email lists
Dealing with a difficult presentation
Reimagining Government
Channel Measurement Strategy
IT Innovation In Government
Training Live Agents
Inconsistent Touchpoints
Omni Channel Experience
Horizontal Government
Digital government
The Long Game
Better Digital Products
Digital Products
Digital Process
Small Biz Gov Services
Citizens Are Cross Touchpoint
Ethnographic Research
Macro - Micro
Storytelling Is So Important
Business Is Like MMA
Offsite Team Building
Canadian Digital Service
Traditional Radio Sucks
Customer-centric
Product Vs Experience
Just Start
It Would Be Better If...
Stop Being Fancy. Just Ship...
Digital Government Strategy
CX Is The Advantage