Tag Archives: customer experience

Avaya’s Jerry Dotson: DoD Should Support Remote Workforce With Modern Unified Comms Platforms

Jerry Dotson VP of Public Sector Avaya

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.

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Salesforce’s Tahera Zamanzada: Cloud Key to Enhancing Customer Experience, Advancing Digital Transformation

Tahera Zamanzada Director Salesforce

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.

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Nuance’s Russell Brodsky: Biometric-Based Authentication, Engagement Tech Key to Achieving Seamless Customer Experience

Russell Brodsky Director of Govt Sales Nuance

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.

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Okta’s Habib Hourani: Further Insight Into User’s Activity Key to Frictionless Authentication

Habib Hourani Solutions Engineer Okta

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.

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ServiceNow’s Jonathan Alboum: Digitized Workflows, Software Asset Mgmt Key to Citizen Services Delivery During Pandemic

Jonathan Alboum Digital Strategist ServiceNow

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.

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Adobe’s Jonathan Benett: COVID-19 Pandemic Underscores Need to Adopt Digital-First Mindset

Jonathan Benett Technical Director Adobe

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.

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