Tackle the Public’s Rising Customer Experience Demands
The public expects private-sector businesses to serve them continuously and digitally and, increasingly, they expect the same in the public sector.
Citizen Engagement
What You REALLY Need to Know About Biden’s Budget
Administration priorities to emerge are grant funding, federal workforce compensation, equity, career development, cybersecurity and more.
How the VA Gained Veterans’ Trust
When the VEO was established in 2015, the ultimate goal was to listen to veterans’ voices. The office strategically deployed core CX capabilities.
How to Best Address Contact Center Needs
Contact centers are often the first, if not only, point of interaction with the public for many agencies, it is time to modernize them.
How Tennessee Gave Voice to Its Constituents
Customers have shifting expectations for the government and it’s necessary for government to engage people where they are.
How Mobile Messaging Can Increase Government Trust
Government to citizen (G2C) interactions are being shaped to serve populations more effectively and gain trust and transparency from citizens.
Future-Proof Citizen Engagement with Intelligent Help Centers
“Citizen engagement and participation are crucial to community buy-in and incorporating citizen voices into decision-making.”
A Core Discipline to Build Public Trust: Customer Experience
A challenge for agencies in this increasingly digital world is the ability to understand the human experience of accessing services and benefits. “Government cannot treat us like humans if they don’t understand our experiences.”
Conducting User Research in Government?
Here is a limiting belief: We are a government organization and don’t think user research is something we can do.
How to Build a More Intelligent Contact Center
“What this [pandemic-driven] digital transformation forced was more consolidation: one intelligent conversation that the whole call center has access to, that delivers it at multiple touchpoints.”