3 Strategies to Improve CX When You’re Not a Manager
You can improve customer service even if you’re not in charge. Here are three ways to make a difference.
Citizen Engagement
Building CX on the Front Lines
Government workers who interact directly with the public give customers their first impression of not only that transaction, but the agency as a whole. To make that impression a good one, frontline workers must have the right support. And it comes in ways that aren’t always obvious.
Journey Maps: Tracing Real-world CX
Journey maps track a typical consumer experience with a product or service. They’re complex, require careful planning — and can be an invaluable tool for agencies looking to improve their customer engagement.
Why Government Agencies Should Leverage Generative AI Now to Optimize Customer Support…It’s All in the Tools
While generative AI models like ChatGPT have advanced significantly in simulating human-like conversation, they are not production-ready solutions for comprehensive customer support in government agencies.
Building CX on the Front Lines
Customer experience is a priority for government agencies. Here are six tips for improving it.
Every Project Needs a Plan
Good CX isn’t having a well-staffed CX office: It’s having CX inform every decision throughout the organization. CX needs to be a priority — and a core capability — in every department.
Choosing Tech for CX Improvement
When agencies want to improve customer experience, they often need to add or upgrade technology. Here are some pointers for choosing.
Indiana BMV Builds on Three Pillars to Drive up CX
An overwhelmingly unpopular state agency transformed itself — through IT innovation — and now enjoys a 98% customer satisfaction rating.
Help People by Doing Their Paperwork Automatically
Automating processes internally so that the public doesn’t need to go through manual processes can help save people time and get them the help they need.
Bringing in Constituent Perspectives
To improve customer experience, you have to hear from constituents. Here are some ways to gain their feedback.