Digital transformation is occurring rapidly across business and government. Today’s society is moving from a brick-and-mortar world to a hyper-connected digital ecosystem where an omnichannel capability is needed to meet and even exceed the expectations of customers.
The Federal Government must provide customer experiences to citizens across almost any media and channel – from traditional to digital – that rival those in private industry. While many agencies have taken steps to enhance the customer journey, there is room for improvement and much to be learned from the private sector about transforming citizen experiences.
Tune in to discover what government agencies need to do to digitally transform the customer experience and provide a seamless customer journey that is just as easy for the customer as it is for the customer service team who delivers it.
This webcast discussed:
- Challenges that agencies face when providing customer service
- Four primary predictors of citizen satisfaction
- The fundamentals of digital transformation
- Three pillars of customer experience
- Four critical innovations that will drive future customer experiences
- How government agencies can deliver the experience citizens expect
Director of External Communications, TSA
Founder and CEO, Dorris Consulting International
Director of Marketing, Customer and Team Engagement Solutions, Avaya
