The First Step Toward Better Contact Centers

Contact center modernization should be a priority for all government agencies. It generates greater citizen satisfaction, increased employee engagement and cost savings. Here’s how to get started.

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.

How to Integrate and Reinvigorate Your CX

Agencies need a way to seamlessly integrate citizens’ preferred communication streams in order to drive an improved experience. Learn how by reading this post.

5 Ways to Think About Starting With Artificial Intelligence

Here are five ways the public sector can start thinking about incorporating artificial intelligence, automation and chatbots.

How to Use Artificial Intelligence to Improve Citizen Experiences

At a recent roundtable with Genesys and GovLoop, we heard from several experts in the field of automation and artificial intelligence. These leaders, as well as many public servants in the room, shared their experiences with AI and chatbots.

Can AI and Chatbots Really Revolutionize the Citizen Experience?

With the increase in technological innovation, agencies are looking for new ways to increase citizen engagement and satisfaction. Investing in artificial intelligence (AI) and chatbots may be a way to transform the way organizations interact with citizens.

4 Ways to Make the Case for Customer Experience

If government employees think CX is important, why isn’t it taking off in individual agencies? How can the public sector better meet – even exceed – the expectations of citizen users?