“In a recent training, we spoke with Lee Becker, Chief of Staff for the Veterans Experience Office at the Department of Veterans Affairs (VA), and Stuart Crutchfield, Senior Strategic Business Consultant at Genesys. They shared their insights into what makes a successful customer experience journey, and specifically how connected communication plays a vital role…”
“One of the big inhibitors that Crutchfield and Genesys have found is the breadth of communication channels today. There is an increasingly wide variety with which agencies can reach their constituents, including mobile, e-mail, voice, video, social media and even chatbots. These multiple channels present a significant opportunity for agencies to increase the exposure of their information and services. But, this variety also presents challenges…” Read the full article here.
Source: How to Integrate and Reinvigorate your CX – By Hannah Moss, August 23, 2018. GovLoop.
