Greg Simons, vice president of support services and business development at SAP National Security Services, has said improving customer experience should be part of federal agencies’ digital transformation efforts.
Simons wrote that predictive analytics, machine learning, bots and other emerging technologies could help agencies analyze data to inform their user experience initiatives.
He mentioned other techniques and tools agencies can use to integrate customer experience into their digital modernization efforts and one of those is the design thinking process, which allows organizations to “immerse system and solution architects in the user experience.”
“Understanding — and, more importantly, feeling — what users experience provides necessary data points to guide the digital transformation. The process puts user experience at the forefront of design,” he said of design thinking.
Simons also cited SAP Qualtrics and how the tool helps agencies collect and analyze sentiment data to enhance customer experience.