Almost a year ago, I made some predictions for what would take place in government and public sector customer service in 2015. Now that we have moved into 2016, it’s time to take a look at how I did. I’ll review each prediction and give it a grade (on a scale of 1-10, with 1 meaning I totally missed on my prediction, and 10 meaning I was spot on with my prediction). 1. Customer experience becomes strategic for government My prediction was that government and public....

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