The CX Tipping Point®
The CX Tipping Point® Podcast was launched to increase the awareness of how the business discipline of customer experience can improve the delivery of government services. How can we leverage the best practices in the commercial industry within the constraints of government. We are bringing you the only podcast focused on improving the experience that citizens, businesses and governments have when interacting, engaging and transacting with the government.
The CX Tipping Point®
EP 27 - Digital-First Customer Experience, But Not Digital Only featuring Maximus Federal's Andy Beamon & MaryAnn Monroe
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with Andy Beamon, a Senior Vice President at Maximus Federal and MaryAnn Monroe, the Senior Director of Customer Experience for Maximus Federal, to discuss the Government’s focus on delivering a digital first customer experience, but not digital only. In this discussion, they described how digital first but not digital only should be implemented to deliver equitable and inclusive experiences to employees and government customers (e.g., public) when interacting with the government. We described the purpose of driving towards digital first - the benefits to the public, to employees and to the government. While ensuring that all services can be accessed via digital channels, some people don’t have access to digital channels or can’t use digital channels because of language, disabilities, or technology factors.
Other topics discussed include:
- Technologies necessary to transform digital services
- How customer experience strategies are used to continually improve digital services to employees and customers
- The important role that contact centers play in creating a simple, seamless and secure customer experience
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