By Daniel Vasey, Sr. Market Development Strategist
If your organization isn’t leveraging data to drive your customer experience, we’ve got good news. Last week’s DigitalGov Citizen Services Summit combined all the latest data research and thought leadership into a jam-packed, information-rich conference.
DigitalGov took a different, more actionable spin on the data trend by examining how data impacts government’s ability to materially improve the way government meets the needs of citizens or the citizen experience (CX). Highlights included info-packed sessions on everything from Internet of Everything to public-private collaboration, PII management, and improving IT/digital service collaboration.
Of particular note in the summit was the session, “Leveraging Open Analytics: Integrating surveys, web analytics, and campaigns to improve customer experience.” The panel was a collaborative discussion on how to make data-driven decisions that vastly improve the CX for the customers you serve. The panel was moderated by Marina Fox, Manager, Government-wide Digital Analytics Program with the GSA. The panel included Sam Bronson, Digital Analytics Manager from HHS, David Cooper, Psychologist and Mobile Applications Lead, NCTT, and Anne Henderson, New Media and Web Content Manager from PBGC.
We were particularly inspired by the idea that leveraging data at the strategic level is as easy as a 3 step process:
- Decide how and where you can collect the right data
- Move beyond data collection to making it actionable
- Create plans and strategies for leveraging actionable data in order to improve the CX
Get more powerful tactics for making data-driven CX enhancement by joining us as we present “The Year of the Citizen Customer: Engaging citizens with customer-centric communications” at the 2015 Carahsoft Citizen Engagement Seminar on June 11.