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Entries for the ‘Public Sector Customer Service’ Category

Hats Off to Customer Personas—Optimizing Digital First Strategies

One of the keys to optimizing government digital transformation strategies is being able to identify individuals online so they can access services conveniently and securely. In my blog, Deliver More Economic Benefits by Getting Secure Online Transactions Right, I pointed out that although not all digital services require people to be authenticated via an online […]

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To Improve Is to Change—to Be Perfect Is to Change Often: Part 2

In part one of this blog we reflected on how the challenge of delivering public services is occasionally increased by the advent of internal organisational change. This is something being wrestled with by over forty local councils and municipalities in New South Wales, Australia, which are being merged to form nineteen new organizations. Their efforts […]

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To Improve Is to Change—to Be Perfect Is to Change Often: Part 1

Winston Churchill, whose words are quoted above, clearly knew a thing or two about what it takes to be successful in public service. The business of delivering public services is beset with constant challenges—shifting political, economic and demographic sands make it one of the most challenging environments to work within. And, every so often, substantial […]

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The Problem of Inconsistent Online Government Experiences

Today’s digital consumers are used to conducting business online— shopping from their favorite retailers, getting answers to questions, even watching movies and listening to music. These digital consumers are also digital citizens, who demand the same online experience when dealing with a government agency. Traditionally, these government agencies are slow adopters of new technology and […]

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A Digital First Strategy Roadmap

As I mentioned in a previous blog, I don’t think I know of any government organization that hasn’t established some form of digital-first strategy. However, many will admit they have a long way to go before they achieve digital nirvana. The idea of a digital-first strategy roadmap can be daunting, especially when there is somewhat […]

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Engage 2016 Conference Agenda Announced

Engage, Verint’s global customer conference, is approaching fast—and now is a great time to check out the agenda to see what’s being planned at this lively event.  When the conference kicks off in Chicago on June 27, attendees will have the opportunity to choose from over 100 breakout sessions, 11 user groups and eight themes—all […]

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Tech Neglect: The Cost of Doing Nothing

Like many other industries driven by technology, the security industry is seeing an enormous amount of change. From technology innovation to the growing sophistication of criminal activity, organizations in both the public and private sector are looking for ways to address a growing number of threats.   Additionally, the rapid pace of this change is […]

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The Importance of Voice Self-Service in Government Digital First Strategies

Sometimes viewed by organizations as a bit onerous, voice self-service is actually generating significant savings in government agencies across the world. Therefore, it should not be ignored in this extended age of austerity. Implemented incorrectly, voice self-service can be viewed as a barrier to speaking to an agent—we have all had this kind of IVR […]

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Be Part of the 2016 Engage Global Customer Awards

Have you or someone within your organization used software from Verint to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee morale? If so, then be sure to submit a nomination for the 2016 Engage Global Customer Awards! The Engage Global Customer Awards […]

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Do Government Digital First Strategies Actually Deliver?

I can’t think of any government organization that doesn’t have some form of digital-first strategy in place. However, I also don’t know of any government organization that would claim to have achieved their digital-first goals—let alone exceeded them. Instead, I hear complaints, such as “It’s too easy for citizens to pick up the phone,” and […]

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