Tag Archives: customer experience

Jerry Dotson, vice president of public sector at Avaya, wrote in a commentary published Thursday on Defense Systems that Department of Defense leaders should invest in the modernization of unified communications platforms to facilitate collaboration among remote employees, address voice and video challenges and maintain military readiness.

The Partnership for Public Service and Accenture’s (NYSE: ACN) federal arm are scheduled to release Tuesday, Oct. 6, their annual report “Government for the People” at the 2020 Federal Customer Experience Summit.

A new report from Accenture's (NYSE: ACN) federal services business has found that most federal executives cite reengineered customer experience and human-machine teaming as key factors to driving innovation.

Peter Durand, vice president of public sector at Acquia, said adopting cloud-based technologies could help government agencies securely facilitate interactions with citizens and manage applications in the cloud.

Tahera Zamanzada, director of digital strategy for the global public sector at Salesforce (NYSE: CRM), said the COVID-19 pandemic has prompted government agencies to advance digital transformation and deliver better customer service through the adoption of cloud platforms.

Russell Brodsky, director of government sales at Nuance (Nasdaq: NUAN), said adopting biometric-based authentication systems and engagement technologies could help agencies offer a seamless and secure experience for citizens.

Habib Hourani, a solutions engineer at San Francisco-based identity management services provider Okta (Nasdaq: OKTA), said having deeper insights into employees and citizens could help agencies achieve frictionless and secure authentication and improve customer experience.

David York, senior vice president of the U.S. public sector at Genesys, said implementing cloud platforms and artificial intelligence could help government agencies improve the customer experience even in a crisis like the COVID-19 pandemic.

Jonathan Alboum, principal digital strategist for the federal government at ServiceNow (NYSE: NOW), said  digitizing workflows could help government agencies enable their employees deliver seamless customer experiences to citizens during a crisis. “It’s important to digitize office workflows ahead of time so that those processes can seamlessly transition to telework environments when a crisis hits,” Alboum wrote.

Jonathan Benett, technical director of digital government solutions at Adobe (Nasdaq: ADBE), said the COVID-19 pandemic has highlighted the need for agencies to implement a digital-first mindset. “Such an approach puts the needs of customers at the heart of everything an agency does, and that includes supporting the employees who serve citizens, partners and other government constituents,” Benett wrote.