Centralized Services - CX & Customer Experience Management for IT Modernization Portfolio

When it comes to customer experience (CX) and CX management, the federal government lags far behind the private sector. Companies like Apple, Nordstrom, Delta, USAA, American Express, Marriott, Mercedes and more have been championing CX efforts for years and have seen their efforts drive results in improved customer satisfaction, soaring revenues, cost takeout and increasing employee engagement. These companies all rely upon cloud technologies to power their CX programs, just as the Department of Veterans Affairs is now doing today.

Cloud technologies such as that provided by Medallia: (http://www.medallia.com/public-sector/) enable companies to:

1) collect feedback from their customers/constituents across a number of channels/touchpoints (contact centers, field officers, digital channels, etc) in both solicited and unsolicited ways

2) integrate with additional data sources (CRM, operational systems, financial systems, etc) in order to give greater context to the feedback

3) route all of this information out across the entirety of the enterprise, in role-specific ways so that every one in the agency has their own specific view of customer feedback, tailored for what their specific responsibilities are and secure in just what type of data they have permission to access

4) do all of this in a real-time, highly secure platform that can scale to support the massive size and complexity of the federal government.

As the government take the positive steps towards creating a modernization portfolio, they should consider CX technologies as a critical element for that portfolio in order to help agencies improve citizen trust, take unnecessary costs out of agency operations and improve employee engagement. CX is quickly becoming as imperative to organizations as CRM was 10 years ago (and remains so today). The government needs a more efficient and economical way to procure and implement these solutions.