Government Services

Government Services

Success today means shifting from categorizing the customer experience as a single customer interaction, to the sum of a lifetime customer journey. With government services often spanning a lifetime of a customer, it’s critical that we view the customer as a long time partner, as opposed to a singular transaction.

Which is why we think we government organizations
and their CX partners should be asking the following questions:

  • How can government organizations better embed agility into their customer experience, despite technical debt and historical processes?
  • If not measuring against competitors, how can government organizations measure success in the customer experience across a customers’ lifetime? What does success look like?
  • How can government organizations work together to provide a frictionless customer experience?
  • What is today’s ideal blend of digital and human customer experience? Can we ever fully move to self-service in government services?
  •  Self service is a viable option to cut costs today, but is this in turn driving a poor customer experience?
  • How do you filter insight? There is so much information being captured on the front line – how are you driving actionable insight to improve the customer experience?

How do you change the economics of your channel mix to enable customers to engage in their channel of choice? What does the future of customer engagement look like?

  • How do you change the economics of your channel mix to enable customers to engage in their channel of choice? What does the future of customer engagement look like? 
  • How can mid-sized retailers ‘stuck in the middle’ gain a competitive advantage? 
  • Future success means lifting your head out of today’s operations, to tomorrow’s innovations. For those who are struggling, how can they increase their runway to change while still succeeding today? 
  • What is the ideal blend between physical and digital retail – is there one? Is there still a line between the two? 
  • Do humans play a part in the future of the retail customer experience? What will the balance be between technology and human interactions in the future? E.g. AI to AI conversations? 
  • If your customers have vastly different needs and expectations, how are you flexing your organization to meet all of these different needs? 
  • Customers today demand personalized experiences. If every customer interaction is unique, how can we expect to measure CX success using traditional methods like ‘averages’? How do you measure success today?

Have you thought about how customer service aligns to customer success?

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