As constituents' expectations evolve alongside technological advancements, government agencies must adapt their services to better meet the needs of customers across the nation. Doing so requires focus on and investment in the customer experience (CX). And with the emergence of artificial intelligence (AI) leaders are looking to its potential to improve CX. How is the rise of cutting-edge technologies like AI reshaping traditional approaches t...

A stunning stat from the Harvard Business Review for you to consider: 80% of AI projects have failed! The burning question today: How do you safely implement and unleash business value for CX and EX (employee experience) from Gen AI with a knowledge foundation? What are the lessons learned from early deployments? Register for this upcoming webinar, featuring domain experts from eGain to learn how to harness the combined power of Gen AI and Kn...

Sterling customer experience does not happen by accident. Rather, it requires a proper mix of strategy, people, culture change and technology over time to improve how people interact and engage with federal agencies. The ‘Improving Public Sector Customer Experience’ virtual workshop will focus on how agencies are improving customer service and memorable customer experiences. The event agenda will cover what is working, what is new...

Excellent digital service is crucial to delivering exceptional customer experience. How can you be sure you’re employing the right technology and services to achieve this goal? Join moderator Tom Temin, and federal agency and industry leaders as they discuss technology, lessons learned and best strategies for the future. Learning objectives: Unveiling agency CX goals and philosophy Bridging the gap between program and IT perspectives Ali...

The past three years have accelerated the pace of change in federal technology which has enabled virtual talent and qualified workforce, access and utilization of multiple digital channels, and a revitalization of customer experience across multiple services. In our new world, each of these elements are imperative in order to function in the work environment. Even Clare Martorana, Federal CIO at Office of Management Budget commented that only...

Improving customers’ experience when accessing, engaging, and interacting with an agency through contact centers will have a significant impact on their overall experience with government. The Contact Center is a critical link between your agency and your customers. Empathizing with your customers and resolving issues in a timely and effective manner are more important than ever to achieve agency mission. Positive customer experiences dr...

Across the nation, cities are confronting a full roster of opportunities. Federal funding from the Investment in Infrastructure and Jobs Act and the Inflation Reduction Act has allowed city governments to invest in their communities like never before. And whether that funding is used to improve hard infrastructure, connect communities to reliable broadband, or drive innovations that better support government, leaders are empowered in new ways...

As agencies look to meet the goals of the President’s Management Agenda and the Customer Experience Executive Order, a shift to human-centered design (HCD) is critical. HCD gives citizens and employees the experience they deserve. This means putting experience first and transforming how work gets done. This webinar will explore Total Experience (TX), a strategy that unites citizen and employee experiences across all service deliver...

Government agencies are responsible for protecting public trust, delivering excellence in services, and, above all else, upholding the promise of government. Through a combination of the lessons learned from rapidly evolving hybrid work environments, exposed inequities in pandemic responses, and bolstered federal guidance in the Biden Administration’s Executive Order, the 21st Century Integrated Experience Act (IDEA), among others, agenc...

DGI’s 23rd annual Government Customer Experience Conference will explore the policies, applications and technologies involved with improving customer and employee experience. This annual event focuses on all aspects of serving citizens whether it be finding answers via a website, email, text, chatbot, or just speaking to a human. Government agencies need to stay current by adopting innovative ways to meet both citizen and employee needs....