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Is The Move to Self-Service Better For Your Organization Or The Customer?

Beyond Philosophy

JUNE 9, 2022

These examples bring me to the most critical question every organization should ask: is the move to self-service going to make customers’ lives easier? Improvements to the Customer Experience are secondary to saving the company money. However, self-service can also be an opportunity to improve the customer experience.

Technology 88
Technology Technology AI Customer Service 88
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How to Improve Government-to-Citizen Engagement in 2022

Comm100

DECEMBER 15, 2021

Unfortunately, these interactions have become synonymous with poor, and even terrible, customer experience (CX). . Welcome AI chatbots . Iowa’s chatbot dates back to late 2018, and capabilities continue to be added as new needs arise. Seventeen agencies now use it, and so does the public.

Government 52
Government Omnichannel Social Media AI 52
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