“That was the top-line news from the Nov. 18 virtual event – Contact Center Success: Improving the Government Customer Experience – hosted by MeriTalk and ServiceNow where Federal and industry leaders discussed the importance of teams creating an omnichannel digital experience using automation and analytics to improve customer service.
This important discussion comes as the Biden-Harris administration’s just-released ‘vision’ statement for the President’s Management Agenda (PMA) places improving customer experience as a top priority. The PMA vision aims at ‘delivering excellent, equitable, and secure Federal services and customer experience.’…”
“R. Scott Ward, division chief of organizational change management at the Veteran Experience Office, Department of Veterans Affairs (VA), noted that customer experience is baked into what they do at VA, which is placing the voice of the veteran first.
‘We want to make sure that part of the data we’re looking at is the experience, that we’re measuring the experience that veterans and their family members and caregivers have when dealing with the VA,’ Ward said. ‘Always listen to the voice of your customers. For us, the voice of the veteran is one of the most important marks we’re going to have and it’s helping us every day.’…” Read the full article here.
Source: Automation, Analytics Should Drive Customer Experience, Experts Say – By Grace Dille, November 29, 2021. MeriTalk.
