Professional Services

(T3-2) Automation for Mass Personalization in Customer Service — Xerox Federal Solutions


12:15 pm - 1:00 pm

Amy Maugh

General Manager, Customer Care

Xerox Federal Solutions

According to a 2015 report released by the American Customer Satisfaction Index (ACSI), satisfaction with federal government customer service is at an all-time low. Culture and technology have contributed to the changes in citizen expectations. And in turn, agencies need to evolve their culture and innovate to improve citizen satisfaction.

Through advanced analytics, today’s customer care technologies can gather, understand and utilize information to build a customer profile that will adjust communication options and provide pre-scripted information based on past interactions with an individual. Through automation and analysis, this information efficiently enables mass personalization of the customer care experience.

Learning Objectives:

  • Explore the benefits of personalized customer care
  • Learn how to gather the information and personalize the customer experience
  • Explore a case study of a government agency leveraging personalization
  • Learn to adapt a personalization mindset in your approach to customer care