ODEL Ideas

When the Service Knows What You Need Before You Ask

One of the long-standing goals of service design has been to make it easier for people to get what they need. To reduce steps and time, avoid asking for information we already have, and deliver services with minimal searching, waiting, and effort. But what if we could go further? What if we didn’t wait for people to request the service at all?

When Delivering the Service Is Not Enough

How Will AI Agents Shape Customer Experience During Its Most Human Moments?

On the Party Present in the Decision, Yet Absent from the Courtroom

A doctor diagnosed the condition, the patient followed the diagnosis, and harm occurred. We then examine the responsibility of the doctor and the healthcare provider.

Automation Achieves Automation… and Automation Only — “Set Your Expectations”

When facing a problem, challenge, or opportunity for improvement, many organizations see automation as the first and ideal solution. But let’s pause and examine that assumption.

Cognitive Biases and Their Relationship to Organizational Transformation and Excellence – Part Two

People are at the heart of everything. Organizational transformation and excellence projects are part of that everything. Therefore, people are at the heart of organizational transformation and excellence projects. (A bias toward people, just kidding!)

Customer Experience Management Practices in the Public Sector

Management Practices for Enriching the Experience