Marvel superhero Darwin has the power to adapt to any situation. For example, he grows gills when underwater and becomes fireproof when near an open flame. Although a far-fetched comic imagination, Darwin’s adaptability relates to a familiar real-world environment as today’s successful organisations showcase the survive-and-thrive instincts in adaptability.
In this Covid-19 pandemic, the organisations that were able to adapt quickly and continue delivering quality citizen services were the ones that emerged the most successful. This wasn’t down to luck, it was because of their ability to pivot and respond to changing circumstances.
Simplifying the citizen experience journey sounds more daunting than it should, but is in fact achievable in any organisation. Malcolm Koh, the Director of CX Practice, Global Customer Engagement at Zendesk shares how automation, streamlining communication and agile processes can help.
1. Automate, test, repeat
Citizen engagement…