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Rosetta Lue
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48 followers
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Omnichannel is more than just being available across platforms. It’s also about optimizing the customer experience at every touchpoint.
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Social Security Administration is modernizing its contact center operations and wants to use virtual assistant software that incorporates artificial intelligence and machine learning to allow for conversational interactions with clients and deliver a better self-service experience.
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Insightful New York statewide assessment of local government technology and data management capabilities.
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Bad data wastes time, increases costs, weakens decision making, angers customers, and makes it more difficult to execute any sort of data strategy.
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Most data fails to meet basic “data are right” standards. Reasons range from data creators not understanding what is expected, to poorly calibrated measurement gear, to overly complex processes, to human error.
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Remember, the most important criteria for getting a transformation effort off to a fast start is to find the parts of the organization where the leader and at least some employees want to change.

https://www.mckinsey.com/business-functions/operations/our-insights/designing-and-starting-up-a-customer-experience-transformation
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Serious about improving customer experience? A Chief Customer Experience Officer is a critical role within all levels of government to help achieve that goal.
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