People First: How to Ingrain a Customer-Centric Culture
Adapting to customer-centric government means listening to the needs of your constituents. Here are some best practices for getting it right.
Posts Tagged: Customer Engagement
Customer Engagement and Trust in Government: Divergent Paths?
Governments that embrace the customer experience can unleash engagement opportunities that will build trust in our public institutions.
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.
Mississippi Uses Cloud-Based AI for Citizen Help and Knowledge
Amazon’s cloud-based voice response system has become famous for technological integration within homes, but many people don’t think of these same technologies when it comes to the government.
IT Services: Driving Mission Delivery of IT Capabilities, Customer Engagement
Everything you need to know about the FAS IT Services Team.
Federal Agencies Must Treat Customer Experience As A Business Discipline
By now we all know that federal customer experience (CX) is disastrously weak, and that improving it will boost both agency operations and the health of the political system. We’ve also seen some pockets of hope popping up, as I predicted a few months ago. For instance: The Department of Education’s new portal is complete,Read… Read more »
Star Trek Foretells Customer Empathy
Remember the Empath on Star Trek? It was the name of an episode and a character on the original series. It aired in 1968. Empathy was central to the identity of a mind-reading alien. (She was a sort of super-empath who used her powers to absorb the injuries of others by taking them on herself.Read… Read more »
OGI Conference – Internal Customer Engagement
As many of you know, I was asked by the folks at GovLoop and 1105 to moderate a session at the OGI conference earlier this week. I hope that you guys appreciate it if I share the results of that session with the rest of the GovLoop community who wasn’t able to make it toRead… Read more »