Tag Archives: customer experience

Maximus Federal’s MaryAnne Monroe: Human-Based Customer Service Also Crucial to Citizen Engagement

Maximus

MaryAnn Monroe, senior director of customer engagement solutions and services at Maximus’ federal arm, said agencies must ensure visibility and human elements when implementing self-service technologies driven by artificial intelligence. Monroe wrote in an opinion piece published Monday that live representatives remain essential even as more citizens engage with government agencies through digital platforms.

Read More »

Quantum Names Rick Valentine as SVP, Chief Customer Officer; Jamie Lerner Quoted

Quantum

Quantum has appointed Rick Valentine as senior vice president and chief customer officer. In his new role, Valentine will work to advance Quantum's customer experience throughout the company's transformation into an as-a-service provider for unstructured data management, analytics and storage. "Rick's deep expertise in SaaS transformation and customer experience will ensure that the Quantum customer experience remains second to none,“ said Jamie Lerner, president and CEO at Quantum.

Read More »

Booz Allen’s Julie McPherson on Five Rules for Federal Tech Leaders to Maintain Digital Transformation Momentum

Julie McPherson EVP Booz Allen Hamilton

Julie McPherson, an executive vice president and head of digital solutions business at Booz Allen Hamilton, wrote in a guest piece published Friday on Nextgov that there are five rules technology leaders at federal agencies should consider to maintain the momentum in digital transformation to meet mission needs and one is planning for and harnessing failure to continuously improve a platform.

Read More »

Deloitte, Cisco Help Agencies Automate Call Center Ops; Marc Mancher, Omar Tawakol Quoted

Marc Mancher Principal Deloitte Consulting

Deloitte and Cisco have offered next-generation contact center technologies to help agencies address the surge in demand for government services due to the COVID-19 pandemic. “Rethinking the customer experience and integrating automation and virtual assistants should be part of the long-term solution for every government," said Marc Mancher, principal at Deloitte Consulting.

Read More »

DIA Posts RFI for Customer Experience Services

DIA

The Defense Intelligence Agency is seeking information from the private sector about customer experience services that could be used to foster a more human-centric culture. DIA is considering a CX-driven framework to adopt a more customer-centric approach and observe better collaboration, transparency and communication with partners, the agency said in a notice posted Tuesday on the beta SAM website.

Read More »

Deloitte, Cisco Execs Call for Gov’t Contact Center Modernization

Digital delivery of government services

Marc Mancher, a principal at Deloitte Consulting, and Alan Balutis, a senior director of North American public sector at Cisco Systems' business solutions group, have said that agencies should integrate artificial intelligence and other emerging technologies with digital call centers to continuously deliver information and services to the public during the coronavirus pandemic or national emergencies.

Read More »