Darryl Peek, senior manager of global government solutions at Salesforce‘s (NYSE: CRM) public sector, has said agencies seeking to enhance the customer experience and come up with a customer-centric strategy should start with elevating the employee experience.
Peek wrote that “organizations must focus on empowering employees — and they can do so by delivering tools that unlock efficiency, increase transparency and strengthen culture on the cloud.”
He discussed how cloud-based tools could help government employees gather and act on data. “Those tools offer an unparalleled opportunity for transparency and continuity, giving the head real data points to think about when looking for ways to transform the organization from the inside out,” he added.
To develop an actionable customer-centric strategy, Peek said organizations should examine how their employees deliver services. Doing so could help leaders prioritize improvements and allow them to focus internal initiatives on mission-critical outcomes.
“The result: Employees deliver a more rewarding, more trusting experience, strengthening the very heart of the mission,” Peek added.
Peek also mentioned how data collected at every step of a customer journey could help personnel understand and enhance that journey and provide them “visibility into the results of their efforts.” Having that visibility can motivate employees to make a difference as they witness the impact of their efforts on the mission.