What’s Your Data Telling You About Customers’ Experiences?
One of the most powerful — yet often underused— assets that agencies own is something employees interact with daily across multiple platforms and systems.
Posts Tagged: customer experience
What’s Top of Mind in Government CX?
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.
Match Employee Skills to Customer Needs for Happy Customer Experience
To serve its customers best, the Defense Digital Service (DDS) recruits for the skills and capabilities that its customers need.
Not All Digital Transformation Is Equal
Depending on where you look, change is happening quickly or slowly, smoothly or erratically, effectively or rife with challenges.
The Potential to Enhance the Citizen Experience With Automation
Although most agree that improving CX is needed, we wanted to understand whether they see a role for automation technology in that endeavor.
How a Passion Project Became Critical to Illinois’ COVID-19 Response
Using automation to track hospital availability utilization is a passion for Illinois’ chief data officer, and it has huge implications for the state.
How to Create Secure, Seamless Citizen Services
Agencies need to begin building citizen trust now, and one way is by offering consistently secure access to information.
How Can Agencies Increase Citizen Trust?
Citizens want to quickly access and trust the information they receive from agencies in times of emergency and tranquility.
How CMS Used Data to Enhance Citizen Experience
CMS has one of the biggest digital footprints in federal government, without a performance tracker, it was difficult to oversee its CX in real time.
How to Combat the Lack of Clear and Consistent Metrics
Agencies can achieve breakthroughs in customer satisfaction by tracking three key application functions: availability, functionality and speed of their services.