-- ACQUIRE 2017 Conference & Expo" />
12:15 pm - 1:00 pm
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.