Now showing results 1-3 of 3
Customer-centric Transformation in Government
Public-sector organizations must adopt user-centered design, data science, digital-building techniques, and agility for effective customer-centric transformations. While these practices have reshaped various industries, ...
Using Analytics to Map the Constituent Journey
This discussion provides an overview of constituent journey-mapping. It includes not only what constitutes customer experience, but also considers issues such as employee experience. Attention is placed on empathy in the ...
Investing in the Citizen Experience
This report is a compilation and analysis of views from state, county and municipal leaders on efforts to improve citizens' customer experience; and the roles modern infrastructure and connectivity play in supporting those ...