Empathy: The Key to your Customer Experience

As federal leaders grapple with changing workforce dynamics, an expanded perimeter, and technological advancements in machine learning and automation, it’s critical their business practices remain centered on meeting citizen needs. While traditional expectations in customer service required face to face interaction in order for customers to feel connected, these new technology and workforce conditions have provided unique avenues for effective and personalized citizen experiences. Regardless of the approach, experts in human capital management are keeping one piece at the forefront of their work: empathy.

How are agencies incorporating empathy into their best practices in customer experience? What technologies are being leveraged to promote effective and personalized citizen services? In this webcast, experts at Genesys, AWS and Carahsoft explore the findings of a recent survey on empathy and federal customer experience strategy. Hear accompanying case studies from government leaders seeking to apply these findings to their work.

Speakers

Andrea Friio, Principal Solution Architect, Amazon Web Services

Bethany Blackwell, Vice President of Sales, Carahsoft

Steve Boberski, Chief Technology Officer, Public Sector, Genesys