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How One City Shined a Light on Dark Data

In my last blog, I highlighted government’s challenge of understanding and using the huge amount of data they are bombarded with daily to make better decisions and better serve their citizens—and how one city was empowering its citizens to gain intelligence from this data and take action on it themselves. Now, I want to look […]

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Creating Smarter Government for Smarter Citizens

Government organizations are bombarded with huge amounts of data on a daily basis. But do they understand and use this data to make better decisions and better serve their citizens? Or, in Verint terminology, can they turn this information into Actionable Intelligence®? Broadly speaking, two different groups of people can take action on this data […]

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The Role of Government Employees in a Digital (and Smarter) World

We live in a digital world where you can access information and complete tasks online whenever and wherever you want. We’ve all gone online to do some shopping, download music or stream our favorite TV shows. The good news is that government and public sector organizations have largely followed the commercial sector, and are now […]

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Top 5 Predictions for Government and Public Sector Customer Service Part 2: 2015 Predictions

Now that I’ve graded my performance on my predictions for government and public sector customer service in 2014, it’s time for my Top 5 predictions for 2015. Enjoy!   Customer experience becomes strategic for government Government and public sector organizations will increasingly approach customer experience in a more strategic manner, just like their private sector […]

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Top 5 Predictions for Government and Public Sector Customer Service Part 1: 2014 in Review

You may remember that I made some predictions for what would take place in government and public sector customer service in 2014. Now that we have moved into 2015, it’s time to take a look at how I did with my predictions. I’ll review each prediction and give them a grade (on a scale of […]

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Government CX Demands a Chief Digital Officer

As part of the mandate to improve the federal customer experience, government agencies are hiring Chief Customer Officers (CCO) to lead the way. In general, a CCO is an executive responsible for the total relationship with an organization’s customers and to provide a single vision across all methods of customer contact. This is a relatively […]

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What Is Government Customer Experience?

Forrester recently published a report (access requires subscription) about U.S. government customer experience performance, which states that “Federal agencies are failing the administration’s mandate to offer customer experiences (CX) that match the best of the private sector.”1 In a previous blog, I talked about how the U.S. government put plans in place to change this, […]

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U.S. Government’s Digital CX Seeds Ready to Bear Fruit

A recent Forrester report by Rick Parrish says that initiatives put in place by the U.S. government to improve the customer experience “will start to bear fruit in 2015, as agencies finally break out of their find-and-fix cycle and start making substantive improvements.”* Kudos to the U.S. government for recognizing the importance of an improved customer […]

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Digital Only – What You Don’t See Is What You Don’t Get, Part 2

Successful digital strategies recognize the need to support customers through the provision of chat, email, voice and other suitable channels. Without offering a route to direct, more immediate contact than Web-based forms, the service being offered will fail to meet public demands and will actually end up costing money as customers take specific issues direct […]

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Digital Only – What You Don’t See Is What You Don’t Get, Part 1

The way we communicate is changing rapidly – not just the “how” but also the “why”. New technologies make it easier than ever to communicate with one another regardless of where we are – at home, at work or on the move. Against this backdrop, it is not surprising that older communication technologies are struggling. […]

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