GovLoop and Genesys: Making a Case for the Customer Experience in Government

Overcome Challenges to Prioritize and Enhance the Customer Experience

Citizens’ demand for digital, real-time engagement continues to grow. Yet, for many agencies and leaders, investing in technology to improve the customer experience (CX) takes a back seat to other competing priorities. While there are often challenges to prioritizing and enhancing CX in government, there also is growing recognition of its importance to an organization’s overall mission. Overcoming these challenges begins with building the business case for CX investments.

GovLoop and Genesys recently conducted a survey on specific challenges to enhancing the customer experience and ways to prioritize it in government. Read what 219 public sector employees had to say on:

  • The importance of customer experience to organizational mission
  • How CX is perceived as a priority among leadership
  • Measuring the impact of CX on internal and external operations
  • What tools and resources are lacking to prevent creating a better customer experience

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