Carmen Krueger, senior vice president of North American enterprise sales at Qualtrics, has said federal agencies seeking to enhance mission outcomes and client satisfaction should begin with improving the employee experience.

Stephanie Thum, chief adviser of federal customer experience at Qualtrics, has said government agencies need both experience data and operational data to come up with a comprehensive strategy for managing customer experience.

Trevor DeLew, head of federal at Qualtrics, and Bobbie Browning, chief federal strategist at the company, have said federal agencies should know and understand citizen experiences to change the way they deliver services to the public. DeLew and Browning wrote that agencies should “recognize the role their reputation plays in …

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.