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 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.
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.
Customer experience is a priority for government agencies. Here are six tips for improving it.
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.
“Belonging” has emerged as an important objective of its own, one way to ensure the diversity and equity of groups and communities. Here’s what belonging means and how one town is making it happen.
When agencies want to improve customer experience, they often need to add or upgrade technology. Here are some pointers for choosing.
Agencies need clear guidelines and processes to track and respond to constituent communications. But as the types of communication expand, agencies need to innovate.
An overwhelmingly unpopular state agency transformed itself — through IT innovation — and now enjoys a 98% customer satisfaction rating.
Citizens expect Instant, correct, and trusted answers from government agencies when they look for information on the agencies’ websites. Natural language interfaces fulfill this need.