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2025

Case Study: Building a Global Community of Practice for Human-Centric Transformation 2025Case Studies

Case Study: Building a Global Community of Practice for Human-Centric Transformation

While a focus on customer experience (CX) was initially employed as a private-sector marketing concept to help organizations achieve holistic customer value and competitive advantage, the practice has more recently emerged as a transformative approach for governments in achieving measurable improvement across multiple strategic priorities. Garnering insights from the private…
lanasafi
September 16, 2025
Designing Beyond the Surface 2025GOVCX Trailblazer

Designing Beyond the Surface

In this special edition of the GovCX Journal, Setal Morzaria, Associate Director of Digital Products and Services at the City of Vancouver, shares with us her vision and leadership contributions in advancing human-centric approaches in the public sector. How It All Started What if the frustration people feel when using…
lanasafi
September 3, 2025