Federal News Network on-demand webinar

Empathetic customer experience helps build trust in government

Since it surfaced in the 1990s, the federal service-to-the-citizen movement has continuously evolved. New technologies keep making new services possible and, as in the private sector, moving the expectations of customers and constituents.

Customer experience (CX) has emerged as the latest iteration. Embodied in the current President’s Management Agenda, CX embodies all of the ways in which a constituent might interact with a federal agency. An earlier concentration on web transactions has expanded into omni-channel thinking. Constituents want to reach agencies in person, on the telephone, by email or live chat, or digitally. This means systems and processes must share backend access to data connected to an individual, for example a taxpayer. Or to a transaction, the tax return itself.

Watch this webinar and learn:

• Defining CX from an agency perspective
• Relevant tools for enhancing CX
• CX with secure interactions