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...

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....

How do the efforts of the last several years translate into a multi-channel, data-driven and successful customer experience? During this exclusive webinar, moderator Jason Miller will discuss the digital front door and customer experience strategy and initiatives with agency and industry leaders. Learning objectives: Current state of CX in government Creation of the digital front door Data-driven decision making

BUILD TRUST AND CUSTOMER AFFINITY WITH EMOTIONAL INTELLIGENCE Whether you’re new to business development, you’re in a capture or supporting role, or you’re a seasoned professional, this course is for you. You will learn how to differentiate yourself by creating meaningful connections with customers and stakeholders. Secure Your Seat If You Are: Concerned about being perceived as “that” salesperson, a beltway band...

What do people look like when they are on your network or accessing a website or system? In most cases, a person is assigned a username, role and access rights that govern their interactions with the organization or agency. This controls what they can and cannot do within a network, application or website. But what should bots look like when they are operating on your network? Interestingly, a bot should not be treated differently: it must be...

Customer experience (CX) has been embraced by many private sector organizations to help stand apart from the competition and improve customer loyalty. Its growth in the public sector has been accelerating as well, and currently over 22 federal agencies have established some form of formal CX function. Will Congress standardize federal agency organizational design to include a CXO, following the precedent of CFO’s, CIO’s or, most re...

The practice of architecture (enterprise, business, data, etc.) needs a services-based approach to provide business-outcome focused results. Architecture services communicate the business value of architecture to stakeholders concerned about issues such as cloud migration, improving citizen experience, cloud security, and more. Participants will learn how to organize architecture services into discreet plays to ensure delivery consistency. Ind...

New and potentially ‘game-changing’ technologies such as advanced robotics, autonomous transport devices, blockchain, virtual and augmented reality, and wearable devices, will inevitably change the way government works. These transformative technological innovations are reshaping and disrupting the way government agencies deliver the mission and how the military forces preserve our homeland. Join AFFIRM on Wednesday, December 16 at...

The United States transitioned from just a recurring flu season to a full pandemic with the infiltration of the Corona Virus. This pandemic caused the healthcare system to turn upside down and develop new pathways, processes, and techniques for not only tending to and treating the COVID patients, but also treating the general populations with the daily medical and surgical conditions. So many changes occurred in the healthcare system in a very...

The COVID-19 has been an accelerant for innovation and modernization. The Federal government impacts nearly every aspect of American life, contributing to the health, safety, security and economic stability of people in America and throughout the world. Whether it's ensuring the safety of the food we eat and the water we drink, responding to national emergencies, providing benefits for veterans with disabilities, enhancing the safety and relia...