How has your agency handled the shift to remote and hybrid work? During times of significant change, the ability to adapt to the new reality is what pushes us forward. In order to truly adapt to our changing world, agencies must work closely with industry partners to develop best practices for adopting the latest innovative technology. Join us online on Wednesday, Dec. 8 from 2-4 p.m. ET/11 a.m.-1 p.m. PT as we look at what steps organizations...

Long gone are the days where government agencies should rely on brick-and-mortar locations to respond to the needs of the constituents.Social messaging - using applications like Facebook or Twitter to interact with an organization - is replacing the phone as the preferred communication channel. During the pandemic, we saw those previously thought to be digitally excluded adopt social messaging as a way to stay in touch with their loved ones....

Government agencies know that providing a positive experience (CX) is essential to carrying out their missions. However, that’s not easy in a hybrid environment, where outdated technology can lead to lapses and poor employee engagement. To provide good CX, agencies need to ensure that employees have the technology, tools and management support they need. Join us online Wednesday, Sept. 29 at 2 p.m. ET/11 a.m. PT to learn from experts abo...

Climate change, crumbling infrastructure, declining social services, a raging pandemic and social unrest are just a few of the massive challenges we face in 2021. At the same time, many people have come to believe that government can’t do new things to solve these tough problems. That’s it’s too big, too slow, and too mired in bureaucracy. But that’s not true, argues Harvard Business School Professor Mitch Weiss in his...

2020 has forced agencies to rethink how they deliver services, experiences and trust to citizens. The cloud has enabled that transformation by giving agencies the technology tools they need to consistently deliver the right message, to the right person, at the right time. And that goes a long way to improving citizen trust. Join us online Thursday, Nov. 19 from 2-2:45 p.m. ET/11-11:45 a.m. PT learn from government and industry experts how to e...

Past and present emergency response has highlighted the importance of clear, concise, trackable messaging from government agencies to the citizens they serve – and vice versa. However, creating personalized outreach and engagement is not always easy. Citizens want online interactions to be seamless and easy to access from any device, especially during a global pandemic. Join us online Wednesday, Sept. 16 from 2-2:45 p.m. ET/11-11:45 a.m...

Data, engagement, and diversity and inclusion are the three pillars of effective customer experience (CX) in government. Each pillar on its own can help improve overall customer experience, but without all three, agencies are left with a void in their CX processes. The last time you went to the DMV, there may have been long lines, confusing or contradictory information online, and maybe even unhelpful staff. The DMV process can and should be i...

Data, engagement, and diversity and inclusion are the three pillars of effective customer experience (CX) in government. Each pillar on its own can help improve overall customer experience, but without all three, agencies are left with a void in their CX processes. The last time you went to the DMV, there may have been long lines, confusing or contradictory information online, and maybe even unhelpful staff. The DMV process can and should be i...

Who doesn’t want their digital experiences to be seamless and personalized? Over the last 10 years, the public sector has made huge strides in building digital services that make government more efficient. However, the drive to build a better customer journey and deliver a personalized digital experience for the public continues to be a challenge. What best practices must government leaders follow? How can agencies focus their planning t...

Mail, email, social media, chatbot, phone call - the list goes on and on. The number of channels and data types that agencies need to keep track of, record and respond to is overwhelming. To make the situation even more challenging, customers are demanding more timely and thorough responses. How can agencies keep up? One solution is to use a cloud-based customer service management solution that enables organizational transformation. Join us on...