Overview
The hard truth is citizens will lose trust in government agencies that deliver suboptimal services and customer experiences (CX). Citizens expect the same quality of CX they get from the private sector.
In fact, the federal government passed a “Citizen CX Mandate” in 2021 to help ensure improved service delivery and enhanced citizen experiences. A Metrigy survey revealed that most agencies are taking that mandate to heart.
In 2022, 38% of agencies completed a CX transformation initiative, and 33% have one planned for 2023.
Have you started yours? The new Metrigy report reveals how agencies are stepping up to the digital CX challenge and you can too.
This insightful guide explores:
- Five critical CX areas where agencies need to match the private sector
- How omnichannel capabilities help create seamless customer journeys
- Why self-service and AI should be CX transformation priorities
- Types of cloud-based CX and AI technology agencies can leverage
- Ways workflow automation is improving agent efficiency
