Innovations in CX: Gauging Engagement
Agencies looking to design innovative customer experiences should consider two opportunity areas: the types of constituent engagement that really matter, and the rol
Citizen Engagement
Government Must Understand the Types of AI to Effectively Implement
Artificial intelligence is not a singular technology — there are, in fact, many types of AI, each with unique uses and concerns for agencies to consider.
CX Innovation: Reminder Text Messages Make a Difference
People often learn they’ve lost access to social services benefits when they try to access them and fail. An innovative Louisiana program, called LA’MESSAGE, works to change that by sending text message reminders about deadlines, submission requirements, and other concerns.
Digital Transformation: How Agencies Meet the Expanding Expectations of Constituents
Constituents have increasingly high expectations, and government agencies are pressed to do more with limited resources. Digital tools, such as artificial intelligence, can transform how government meets public needs and supports agency staff.
Empowering Operational Efficiencies with AI and ML — Part 2
Governments can use AI and machine learning to enhance citizen experience and streamline overall operations.
Pickleball Politics: Separating the Noise From the Signal Amid the Rise of America’s Latest Sports Obsession
Pickleball has sparked controversy in communities around the country — and is a metaphor for why, and how, government should listen to constituents.
3 Strategies to Improve CX When You’re Not a Manager
You can improve customer service even if you’re not in charge. Here are three ways to make a difference.
Building CX on the Front Lines
Government workers who interact directly with the public give customers their first impression of not only that transaction, but the agency as a whole. To make that impression a good one, frontline workers must have the right support. And it comes in ways that aren’t always obvious.
Journey Maps: Tracing Real-world CX
Journey maps track a typical consumer experience with a product or service. They’re complex, require careful planning — and can be an invaluable tool for agencies looking to improve their customer engagement.
Why Government Agencies Should Leverage Generative AI Now to Optimize Customer Support…It’s All in the Tools
While generative AI models like ChatGPT have advanced significantly in simulating human-like conversation, they are not production-ready solutions for comprehensive customer support in government agencies.