of customers have chosen - digital government institute€¦ · of customers have chosen to switch...
TRANSCRIPT
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80% 2/3of customers have chosento switch brands due to apoor customer experience
of the workforceis disengaged
40B$a year spent on outsourced market research
we live ina NEW WORLD
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18% 1/2of Americans today say they can trust our government to do what is right
of the federal government workforce is disengaged… 47% participation rate in 2017 FEVS
80B$a year spent on outsourced research
Government has similarCHALLENGES & CONSEQUENCES
Pew Research – May 2017 GovExec– Oct 2017 OMB’s RegInfo– Oct 2014
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Trust in government is near historic lows
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Top Fears of Americans
Chapman University Survey of American Fears
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We aren’t going to restore trust in our government until people’s individual experience with government is what they expect
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40%YoY growth
we help close the EXPERIENCE GAP
75%of the Fortune 100
8 . 5 Kcustomers globally
90+countries
60+US Federal Agencies
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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
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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)
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Mapping customer journeys and understanding their importance is essentialto any effort designed to improve customer experience
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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
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SMS
CALL CENTER
PAPER(RECEIVED BY MAIL)
WEBSITE
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
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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.
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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
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Closing the loop can change lives
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• 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
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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
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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
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Don’t take our word for it…
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Federal Agencies Choose QualtricsMore Than 100 Projects and Growing
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Trust is earned in drips and lost in buckets.SUCCESS builds trust.