Leading commercial organizations are delivering exceptional customer experiences. These digitally enabled, personalized experiences are improving service quality, driving down delivery cost and strengthening customer engagement and satisfaction. And, increasingly, people are looking for the same kinds of personalized experiences when they interact with government.
In fact, 85% of citizens expect the same or higher quality from government digital services as from commercial organizations.
Personalization can cover a broad range of capabilities—from self-service to assisted digital experiences to outbound and inbound marketing to learn more about a customer’s intent. The common goal: using data to make it easier for customers to find and consume what they want, how and when they want it.
Through personalization, it’s possible to dynamically interpret an individual’s intent. With those insights, communications and experiences can be uniquely tailored to help achieve that intent as quickly, easily and pleasantly as possible—across digital and physical touchpoints—at scale.