Tag Archives: CX

Maximus Federal’s Andy Beamon: AI-Powered Virtual Assistants Could Help Government Improve Citizen Engagement

Andy Beamon VP Maximus Federal

Andy Beamon, vice president of strategic innovation for citizen services at Maximus' federal business arm, said intelligent virtual assistants have the potential to personalize, accelerate and streamline customer deliveries. Artificial intelligence-powered IVAs allow government agencies to accommodate inquiries and various requests of citizens 24/7 without the need for a complete staff, according to Beamon.

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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.

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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.

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