Omnichannel customer experience for state and local government

Every day, residents generate vast amounts of data across various channels like phone calls, chats, website visits, and in-person visits, revealing their preferences and pain points. This immense volume of information, however, overwhelms traditional customer experience (CX) programs, preventing agencies from understanding crucial aspects of the resident journey, such as broken experiences, impacts on satisfaction, operational inefficiencies, and potential improvements. This guide offers an actionable approach and best practices for implementing an omnichannel system, helping agencies address these challenges and deliver seamless, efficient services while enhancing resident engagement and trust.