To provide a good customer experience (CX), an agency needs more than good intentions, especially as more of those interactions shift online. Given the wide range of services being provided through a growing number of digital platforms, agencies can struggle to deliver a consistent level of CX, whether to constituents or employees.
That was the focus of a recent GovLoop digital event, sponsored by Granicus, which brought together leaders from government and industry. During the event, panelists shared strategies and tactics for keeping pace with changing CX expectations. Here are some takeaways from their discussion.
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