Customer experience technology wouldn’t be the first thought that springs to mind in a conversation about the state of Michigan’s Department of Human Services, following the 2008 economic crisis. But, CX technology plays a starring role in this story.
After the 2008 economic crisis, Michigan’s Department of Human Services experienced a 25% increase in the number of people seeking assistance during a 24-month period, due primarily to a high unemployment rate (over 13% at the time) and deep cuts in federal unemployment....