CX Voices - Inspiring Citizen CX for Medway Council скачать в хорошем качестве

CX Voices - Inspiring Citizen CX for Medway Council

What does customer experience really look like inside a council? In this episode of CX Voices, Douglas Hamandishe — Deputy Mayor of Medway and author of The AI Leverage — shares a candid view of public service, trust, and the role technology should (and shouldn’t) play in rebuilding confidence with residents. We explore: Why speed of service isn’t the same as quality of engagement How poor digital journeys destroy trust The danger of “cold” AI implementations Why councils underestimate the value of residents’ time How institutional trust can be rebuilt through better digital design What a “light-touch, data-rich” council could look like in 3–5 years Douglas argues that most public sector digital transformation fails not because of technology — but because of misplaced priorities. See the full interview here! #CX #CXVoices #CXM