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Tuesday, October 4 • 3:40pm - 4:30pm
Industry Intelligence: Transforming the Government from the Outside In

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Organizations in every industry have discovered that the only sustainable competitive advantage is knowledge of and engagement with customers. Governments are no exception. As companies become more responsive to their customers, citizens are becoming more dissatisfied with governments' inability to keep up. In fact, only a third of citizens say that their experience with government organizations meets their expectations.  More than ever before, the public's demand for better experiences means that CX pros in government organizations must:

  • Offer the services that people need. Leading companies like Amazon and Google use big data analytics to understand what customers want.  
  • Provide services when and where people want them. The public is pushing for governments to offer more mobile contextual services and easier access.
  • Make access effective, easy, and emotionally engaging.  Only about half of citizens said that they can find what they are looking for on government websites. 
  • Deliver services quickly and efficiently.  The public expects similar performance from government.

 This presentation is based on Rick’s report “Transform Government From The Outside In” 


avatar for Rick Parrish

Rick Parrish

Rick Parrish is a Senior Analyst Serving Customer Experience Professionals.  Based in Washington, DC, Rick serves government Customer Experience Professionals. Rick's research helps governments overcome the unique challenges they face in developing successful and innovative customer experiences for the people they serve. Rick has over 14 years of experience in government analysis. He was previously an analyst at the Central... Read More →

Tuesday October 4, 2016 3:40pm - 4:30pm
Oak Bay Room