Agencies want to deliver an integrated digital experience for customers. So what exactly does prioritizing CX mean for government?
Posts Tagged: CX
You’re invited to participate in GovLoop and Carahsoft’s free Government CX Virtual Summit: Putting the Citizen First on Wednesday, March 20 from 10 a.m.-4 p.m. ET/7 a.m.-1 p.m. PT.
Oftentimes, people feel hindered – not helped – by government at all levels, and their discontent with the public sector is the product of unpleasant customer experiences (CX).
How can technology support government efforts to improve CX? For federal agencies, moving to the cloud could have a significant impact on CX.
Ultimately, to improve digital services and overall CX, agencies must first understand who their customers are. These Adobe experts explain how.
Craig Orgeron, Mississippi CIO and former NASCIO President, spoke with GovLoop on Jan. 24 about his top priorities, cybersecurity, hiring, CX and other state IT initiatives.
GovLoop partnered with Genesys to survey 140 government employees who are knowledgeable about CX initiatives at their agencies. Here’s what they said.
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.
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.
A ServiceNow survey of customer service leaders across industries found that the most successful service departments adopt three best practices.