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Pinpointing the Measures that Matter

At the American Council for Technology and the Industry Advisory Council Customer Experience Summit held on April 5, 2016, government and industry experts discussed challenges, strategies, and measures to help attendees develop a better understanding of their customers and to reevaluate engagement and service approaches. The nearly 200 people who attended—representing a broad array of federal agencies—indicated an active interest within the federal community to learn more about customer service and to provide better public assistance.

Download the tip sheet on the six key lessons that demonstrate the effectiveness of an omni-channel approach and can help agencies improve customer service.

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About the Authors

Peter Wilson

Peter Wilson

Senior Fellow

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