Using Analytics to Map the Constituent Journey

Rials, Bill; Center for Digital Government; Boberski, Steven; Genesys

Date

2022-11

Author

Rials, Bill; Center for Digital Government

Boberski, Steven; Genesys

Abstract

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 design process and metrics that can be used to measure and compare customer experience before and after creating a journey map.

Link to Resource

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URI

http://hdl.handle.net/20.500.11941/4790