Governments must think holistically about the convergence of CX, digital transformation and secure, adaptable platforms. The efficacy of citizen services depends on it.
Posts Tagged: customer experience
What compels an employee to go beyond what is required and provide what’s needed? What moves them to listen and serve with compassion and empathy?
Inclusion ensures that people’s words, views and ideas carry weight as collective decisions are made about how to serve a diverse public. In this section, we share examples of how agencies are embracing inclusion.
One of the most powerful — yet often underused— assets that agencies own is something employees interact with daily across multiple platforms and systems.
The way customers interact with you and your agency doesn’t have to be flashy to be effective. Here are some key insights about moving from the concepts of CX to construct.
To serve its customers best, the Defense Digital Service (DDS) recruits for the skills and capabilities that its customers need.
Depending on where you look, change is happening quickly or slowly, smoothly or erratically, effectively or rife with challenges.
Although most agree that improving CX is needed, we wanted to understand whether they see a role for automation technology in that endeavor.
Using automation to track hospital availability utilization is a passion for Illinois’ chief data officer, and it has huge implications for the state.
Empathy is the secret to success in public projects. Only when you show that you have listened to your stakeholders can you bring them along with you.