Ep: 7 - Revolutionizing Public Service: How AI is Transforming the Citizen Experience

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In this episode, hosts Tom Brannen and Vic Cooper are joined by Joe Forte from NICE, who leads the public sector division. They delve into the intricacies of customer experience (CX) within the public sector, exploring why customer service often falls short compared to the private sector. Joe shares insights from his extensive travels and interactions with CIOs and CTOs, highlighting the challenges and opportunities in modernizing contact centers for government agencies.

The conversation covers the unique scale and complexities of public sector operations and the importance of efficient citizen engagement. They discuss the similarities and differences between public and private sectors, and the hurdles of migrating from legacy systems to cloud-based solutions.

The episode also tackles the emerging trends in higher education CX, emphasizing the need for consistent knowledge bases and the evolving role of AI in transforming customer interactions across various government services. The hosts and Joe discuss innovative strategies for improving citizen engagement and address the balance between leveraging data for better service and respecting privacy concerns.

Listeners are treated to compelling discussions on the role of AI, the shift towards omni-channel engagement, and the potential for innovation in public sector customer service. Join Tom and Vic as they uncover how AI and digital transformation are reshaping citizen experiences and the future of government services.

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Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach out to us for more info.

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Show Hosts:

Tom Brannen – Industry Analyst – OnConvergence

Web: onconvergence.com

Twitter: @tbrannen

LinkedIn: https://www.linkedin.com/in/tbrannen/

Vic Cooper – Independent Consultant – Inteletry

Web: https://www.inteletry.com

Twitter: @VicACooper

LindedIn: https://www.linkedin.com/in/vicacooper/