How to Make Digital Channel Shift a Reality
Channel shift happens when people realize that they can avoid long waits at on office or on the phone by doing a quick web chat.
Posts Tagged: CX
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.
3 Best Practices to Provide the CX People Demand
At GovLoop’s fireside chat on Wednesday, two experts spoke about government’s biggest challenges and best practices to provide excellent CX for its citizens.
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.
Create Frictionless User Experiences
Cloud computing can modernize an agency’s CIAM offerings, leading to improved experiences tor employees and the citizens they serve.