Key to digital service transformation: Leadership

Earlier this year I wrote about two of the ingredients for digital success that must become part of the DNA of government:...

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Art of listening: How ethnography creates better customer experiences

Ethnography—the study of observing, documenting, and analyzing behavior—is a valuable business tool for discovering and...

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Quality Collaboration: FCV goes to TestBash New York

TestBash is one of the premier testing conferences in the world, bringing testers together from all walks of the Quality...

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Changing by doing

Last week I wrote about how designing world-class digital services starts by putting user needs first. It’s as true in...

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Putting citizens first: Why is it so hard?

There's a lot of noise out there about digital government. Yet there's a gap between the expectations of citizens and the...

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3 content marketing insights for the tourism industry

More than quantity and volume, successful content marketing relies on a strategic approach. Creating content without specific...

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