of customers have chosen - digital government institute€¦ · of customers have chosen to switch...

80% 2/3of customers have chosento switch brands due to apoor customer experience

of the workforceis disengaged

40B$a year spent on outsourced market research

we live ina NEW WORLD

18% 1/2of Americans today say they can trust our government to do what is right

of the federal government workforce is disengaged… 47% participation rate in 2017 FEVS

80B$a year spent on outsourced research

Government has similarCHALLENGES & CONSEQUENCES

Pew Research – May 2017 GovExec– Oct 2017 OMB’s RegInfo– Oct 2014

Trust in government is near historic lows

Top Fears of Americans

Chapman University Survey of American Fears

We aren’t going to restore trust in our government until people’s individual experience with government is what they expect

40%YoY growth

we help close the EXPERIENCE GAP

75%of the Fortune 100

8 . 5 Kcustomers globally

90+countries

60+US Federal Agencies

We Help Our Clients Close the Experience Gap• Secure – FedRAMP Authorized

• Accessible – 508 / WCAG 2.0 certified

• Sophisticated but Simple – easy use platform enables speed and flexibility

• Scalable – start small and scale fast resulting in lowest risk and lowest TCO

• Flexible – Methodology Agnostic

• Predictive – Machine learning IQ Engine predicts what’s about to happen

• Real-time – collect, analyze and act on Citizen feedback in real-time

• Democratized – data available to the right people and process to take action and improve

7 Steps to CX in government• Understand the customer journey and touchpoints• Connect with customers on their TERMS• Collect and analyze feedback to identify experience gaps• Activate your Agency | Close the loop• Be agile and iterate• Open – No Black Box

• Get a head start on PRA (Fast Track, one at a time)

Mapping customer journeys and understanding their importance is essentialto any effort designed to improve customer experience

Employee Engagement

Customer Feedback

Effort vs. Outcome

User Experience

Product Satisfaction

Enrollees in healthcare

Opt In Census Respondents

# of Employees Trained

Attrition Rate

Tier 1 Call Center Volume

SMS

CALL CENTER

PAPER(RECEIVED BY MAIL)

WEBSITE

EMAIL

SEND AN EMAIL

DIRECTLY

VIRTUAL ASSISTANT FEEDBACK

HUMAN FEEDBACK

IVR FEEDBACK

OPT IN FEEDBACK

LIVE CHAT FEEDBACK

Collect Feedback at Every Touchpoint in the Moments that Matter

Qualtrics iQ: A Predictive Intelligence Engine for the Masses

The most actionable insights are often hidden deep in open text responses. With artificial intelligence and natural

language processing, Text iQinstantly analyzes it all so you can

see what, in customers and employees own words, matters most.

Driver iQ automatically bundles, analyzes, and correlates your

experience data to prioritize the key drivers of your business and predict the actions that will drive the most business impact. All in an easy to

read 2x2 matrix.

Stats iQ enables everyone, from beginners to expert analysts, to

uncover meaning in data, identify trends, and produce predictive

models without spending days in SPSS or Excel—no training required.

CLOSE THE LOOP!1. Thank everyone and give them the option

to join a panel to provide future feedback2. Close the loop with customers who did not

have a good experience3. Activate your agency by improving service

delivery and business processes

Closing the loop can change lives

• Start small, move fast• Begin collecting data in weeks • (start PRA process asap (hint: fast track))• Update and evaluate often• Adjust processes based on user feedback

BE AGILE AND ITERATE

OPEN API

Personalization

Driver iQAdvanced Web

Targeting & Triggering

Manage Outreach and Optimize

Response Rates

Omni-Channel Survey

Distribution

Omni and Contextual Escalations

Smart Routing across the Enterprise

Proactive Alerting

Closed Loop Follow Up

Organizational / Service

Benchmarking

Reporting

Executives to Front Line workers

Case Management

Engage Citizens on their Terms Eliminate Barriers to Insights Activate your Agency!

Action Planning &

Service Recovery

PAPER

YourCustomers

Omni Channel Feedback

Communications

Programs

Employees

IT

Human Capital

Virtual Assistant

AWS GovCloud (US)

Stats iQ Text iQ

Driver iQ Predict iQ

Intuitive

Library

Role Based Dashboards

360 Degree View of

Customer

Mobile Ticketing and Dashboarding

App

11%Less time to enroll in healthcare for 8M people

What SUCCESS looks like 13%

Reduction in overall time on site

• Implemented MVP in Weeks• Customer Developed Measurement – Pain Index• Experience Data & Operational Data• Real Time Access & Analytics• Measurement was focused both on Customer & Mission Success

Don’t take our word for it…

Federal Agencies Choose QualtricsMore Than 100 Projects and Growing

Trust is earned in drips and lost in buckets.SUCCESS builds trust.