Nobody remembers the routine customer service interaction where everything goes exactly as expected. But people do remember the moments when something goes wrong, especially if the issue is handled poorly. That was the central message of the recent GovLoop CX Community of Practice virtual discussion, featuring Laurie Brown, CSP,communication skills expert and author. During theRead… Read more »
In this video interview, Granicus’ Karthik Anbalagan discusses how to turn AI potential into reality for both residents and employees.
AI is becoming an important way people discover public information. But agencies don’t need to overhaul the way they publish. Here’s why.
Data can help agencies improve customer experience — but only when people understand what the numbers mean and how they connect to community outcomes. That was the focus of GovLoop’s July CX Community of Practice session, “Using Data to Tell Your CX Story.” The discussion featured Aimee Brobst, Director of the County Strategic Plan Division… Read more »
When residents stop speaking up, accessibility may be the missing link. Silence is often a sign of barriers, not satisfaction.
In government, listening is more than courtesy — it’s a leadership skill. When leaders truly listen, constituent engagement becomes more meaningful, responsive, and effective.
Public documents are critical infrastructure for civic engagement. Make them easier to access for residents of all abilities.
During GovLoop’s recent CX Community of Practice, “How to Create a Social Media Plan,” Ellen Kamilakis, Assistant District Administrator for Communications at the Virginia Department of Transportation (VDOT), shared how agencies can use social media to foster trust, engage communities, and communicate effectively during both routine operations and crises.
In government, listening is more than courtesy — it’s a leadership skill. When leaders truly listen, constituent engagement becomes more meaningful, responsive, and effective.
AI systems increasingly act as intermediaries between government information and the people seeking it. That could be risky when AI misinterprets the context of information it draws from. Learn about technology that can head off these concerns.