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2 min read
Improving the citizen experience with technology and data: IIMC 2016 report
From May 22 through 24th, the 70th International Institute of Municipal Clerks (IIMC) Annual Conference drew thousands of attendees to Omaha, Nebraska. The event is put on every year to support municipal clerks, who act as a gateway to city hall for citizens, and whom elected officials count on to m...
2 min read
A patient experience approach to better healthcare solutions in Texas
On May 19, 2016, I took part in the panel Healthy Populations: Serving the Citizens of the Lone Star State given during the Texas Governing Leadership Forum. The event focused on the opportunities and solutions needed to manage issues related to the rapid growth of the state population, including in...
2 min read
The Customer Experience Strategy You Can’t Afford to Miss
Before we begin, let’s clarify a very important point. Customer Experience ≠ Customer Service ≠ Customer Journey The customer experience (CX) is summative. It is how your customers, patients or citizens perceive the quality of your environment and services, and their journey through its many channel...
2 min read
3 Steps to Less Perceived Wait and More Customer Delight
While it may not be the first thing you think of when considering the parts of a great customer experience, perceived wait time is invariably one of the most important factors in his or her journey. Fortunately, understanding how to create an engaging, positive waiting experience has a lot to do wit...