Recommended Reading on Customer Experience
A How-to Guide for Service Improvement Initiatives. (85 pp, PDF) Canada has been a pioneer in transforming its government agencies to be more responsive to citizens.
This manual serves as a how-to guide, providing a framework for your organization and a step-by-step approach to transforming citizen CX and how it conducts business with the public.
The Institute for Citizen-Centred Service (ICCS) is the publisher of this report. It was initially published by the Government of Canada in 2001.
Note: This document is also posted on the document-sharing site Scribd.