Why Customer Experience is now job no. 1 for CEOs
Job No. 1 for CEOs today is ensuring the company delivers a compelling customer experience, notes this opinion piece for [email protected] by Mark Leiter.
Category Industry sectors
The future of digital democracy
The Brussels-based digital participation platform CitizenLab asked 12 digital democracy experts to share their predictions on the future of digital democracy
Participo, a new digest on OECD’s work on innovative citizen participation
The first post, by Participo editor Claudia Chwalisz, reflects on how the OECD can help renew democracy in an age of complexity and disillusionment.
Design thinking in the future of cities: what approach to use for better services?
The design thinking approach offers many tools to design creative solutions to solve the most pressing problems affecting complex ecosystems such as cities. That's why it is important that policy makers are properly trained.
Tricia Wang on why the big data mentality fails – and what to do about it
Tricia Wang of Sudden Compass pokes holes in big data hype, arguing for the course-correcting power of thick data. I share podcast highlights, such as her dismantling of "data-driven" infatuations.
Human-centred policy? Blending ‘big data’ and ‘thick data’ in national policy
How might policymakers better understand citizens’ perspectives when designing policy? Put another way, how should we improve and innovate the way policy is made to ensure it becomes more human-centred?
NYTimes Magazine special issue on the future of the internet
In this special issue, the New York Times Magazine has tried to see the internet and its likely future as best as they can, in the hope that - after decades as imagining it as a utopia, and then a…
[Report] Shaping Choices in the Digital World
This report addresses the entire digital ecosystem by giving some operational recommendations to strengthen the control and choice to which users are entitled.
Money’s new abstractions: Apple Pay and the economy of experience
This article draws on insights from digital media theory and design methodology to contribute to sociological and anthropological understandings of money. It postulates the rise of a new money-form, or rather money-forms, referred to (in the plural) as experience money.
Digital service teams in government
Digital service teams in government Ines Mergel, Professor of Public Administration, University of Konstanz, Germany Government Information Quarterly August 2019 National governments are setting up digital service teams (DST) – IT units outside the centralized CIO’s office – to respond…