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GovLoop and Genesys – How customer experience is impacted by employee engagement

Improve your employee engagement and customer experience

Does an engaged workforce really lead to better customer experience within the government?

In a recent GovLoop customer experience survey, 45% of respondents said their customer experience is either not good or needs improvement. And nearly 93% said they do see improved internal employee engagement as a key factor in improving customer experience and engagement. So, what is the correlation between customer experience and employee engagement? And how can agencies improve both at the same time?

Read this research paper to discover:

  • How agencies can bridge the gap between engaged employees and unsatisfied citizens
  • Why it’s important for agencies to invest in digital tools and journey mapping
  • Tips to increase employee engagement levels
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