Meeting Your Constituents Where They Are: Exploring Multi-Channel CX Concepts

For government employees with a focus on or appreciation for customer experience (CX), you are already aware of the myriad ways agencies can connect with their constituents. From email to phone, to social media, to online forms, to chatbots, to good old paper forms – the channels quickly become numerous.

And with so many ways to connect with citizens, it essential to have a strategy in place for support these multi-channel efforts. Are you able to keep up? Are you aware of the newer concepts and approaches out there?

You will learn:

* Which channels are most effective for the service or information you’re delivering.
* How to measure the effectiveness of those channels.
* How to decide when it’s the right time to test a new channel.

Watch on demand to hear from a government expert as we explore current multi-channel CX concepts.