Donal Suter

The personalisation of public services

Sketchnote showing how the last twenty years saw the digitalisation of public services, while the next twenty years will see the personalisation of public services

The last twenty years saw the era when public services went digital. Beginning with information websites to help people pay their taxes, start a business or initiate a court proceeding, it evolved into full blown digital transformation, with clunky paper-based processes like renewing your passport or applying for probate, simplified and digitised into accessible online […]

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Experience-led growth

Sketchnote showing how a positive experience at each stage of the customer lifecycle (awareness, evaluation, purchase, loyalty and advocacy) will enable a brand to drive growth through better customer engagement, satisfaction, retention and recommendation.

Brands need to attract and retain customers to grow. But this is easier said than done. In a crowded and commoditised market you’ve got to stand out from the competition. And once you’ve won a new customer, you’ve got to give them a good reason to stick with you. This is the case for experience-led

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Designing Data as a Service

Sketchnote showing the things you need to consider to build 'data as a service', including people and skills, user needs, data privacy and governance

Data is a vital business asset, but unlocking its power for your organisation goes beyond technology. Yes, the infrastructure needs to be in place to capture and transform multiple sources of data to reveal new insights – but the starting point has to be with the users. You need to understand what they want from

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Democratising data access

Sketchnote explaining how organisations rely on a small group of analysts and proposing that AI chat tools are used to provide non-technie users with direct access to the data.

Collecting data is easy. Getting people to use the data is the hard part. Most data tools require specific skills and experience to be used properly. This places access to data in the hands of a small group of specialists, and out of the direct reach of the teams and decision makers who need it

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