Tag Archives: customer experience

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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Booz Allen, Systems Engineering Solutions to Support HUD’s IT Modernization CoE Implementation Phase

The General Services Administration and the Department of Housing and Urban Development have awarded contracts to Booz Allen Hamilton (NYSE: BAH) and Systems Engineering Solutions to support the second phase of HUD’s information technology modernization through the Centers of Excellence program.

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Salesforce’s Jenny Berarducci: Cloud Tech Could Help Agencies Transform Customer Experience

Jenny Berarducci, regional vice president of customer success at Salesforce (NYSE: CRM), has said a cloud-based tool provides government agencies the capability to improve the customer experience and earn the public’s trust, which is key to any mission. Berarducci wrote about the need for agencies to implement a flexible technology that could enable them to meet current and future needs.

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Salesforce’s Darryl Peek: Agencies Should Empower Employees to Improve Customer Experience

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."

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