The State of CX in Government
GovLoop partnered with Genesys to survey 140 government employees who are knowledgeable about CX initiatives at their agencies. Here’s what they said.
Citizen Engagement
The Journey to a Better Citizen Experience
The benefits of understanding your customer journey and applying integrated digital solutions to meet citizen expectations are endless. But most important is that government agencies that understand those journeys are best equipped to deliver on their mission of serving citizens.
The Most Inspiring Government News Stories of 2018
Rather than dwell on downers or let politics foul the mood, let’s look back at the most inspirational government successes of the year.
Your Website is Your First Impression – Part 2
An organization’s website is often a stand-in for its brand – and its quality can impact how customers consider your jurisdiction over other options. Here are two more personas that are likely to treat your website as a barometer of your agency’s quality and abilities: tourists and job seekers.
How Artificial Intelligence Can Improve Customer Experiences
In a recent interview, Chief Technology Officer Bob Osborn at ServiceNow explained that this interaction must become the new norm for government. He explained that rising citizen demands make it imperative that agencies pursue new solutions, including intelligent agents, to create seamless experiences for constituents.
Why Should You Care About Chatbots?
What’s the big deal about chatbots? Check out GovLoop’s explainer video to find out!
3 Things Agencies Must Do to Improve CX
A ServiceNow survey of customer service leaders across industries found that the most successful service departments adopt three best practices.
Modernizing the Citizen Experience
Governments can catch up to the private sector by modernizing their online services, web presence and communications strategies.
How the Right Chatbot Can Streamline Your Procurement Process
When creating a procurement chatbot (or any chatbot, for that matter), you need to have specific end goals in mind. We had three main goals for our IT procurement chatbot, PAIGE, that was designed to streamline the procurement process for state and local governments.
Creating a Customer Journey Within Government Agencies
Agencies are starting to understand that their customers demand a great experience. While this may seem a challenge to put in place, there are many lessons learned from implementing a solid strategy.