Customer Experience (CX) Solutions

Putting people first to deliver seamless customer experiences

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Understanding the Customer

Developing an effective customer experience is about creating value in the moments that matter most. We help customers understand the user journey, through human-centered design thinking we work to define a plan to exceed customer expectations.

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Implementing the Infrastructure to Deliver

Focusing on user-centricity to uncover new and transformational ways of delivering services. We work with customers to find solutions that can lower costs, build trust, and reduce the friction of trying to navigate siloed government systems and experiences.

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Rebuilding Citizen’s Trust in Government

Rebuilding trust starts with a partner who knows how to provide seamless and personalized service delivery. We work to transform operations, shifting the mindset from a government-centric to a citizen-centric focus, providing a roadmap to enable cross-agency collaboration.

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Cybersecurity and CX - Better Together

When it comes to delivering digital experiences, cybersecurity, and CX have become interconnected. It’s critical that both disciplines are leveraged to achieve the ultimate experience for customers, whether they are employees, retirees, seniors, the public, or other agencies. Tune in to the latest CX Tipping Point about balancing cybersecurity and CX to deliver simple, seamless, and secure services for all in an ongoing effort to rebuild trust in government.

The CX Tipping Point Podcast | dorrisconsulting

Digital-First customer experience, but not digital only

Federal agencies are undertaking a digital transformation to improve the customer experience and are seeking solutions to make every service "digital first." Hear more from Andy Beamon, Senior Vice President of Citizen Services, and MaryAnn Monroe, Senior Director of Engagement Center Solutions, about why a digital-first, not digital only approach is key to delivering stellar citizen experiences in the latest episode of the CX Tipping Point.

The CX Tipping Point Podcast | dorrisconsulting

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Capitalize on CX to drive the mission

Today’s consumers, either in the public or private sector, are expecting a seamless customer experience. To deliver, federal agencies must provide omni-channel experiences to give consumers what they want when they want it.

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The AI Bill of Rights and the impact on your modernization strategy

Federal agencies have made huge strides in modernizing their use of technology. From customer experience to cybersecurity and leveraging AI and ML, agencies are tackling these challenges head-on. Using the White House AI Bill of Rights as a guide, how do you strike the right balance between secure and compliant and a smooth user experience?

We are on the frontlines of customer experience

We deliver government agency expertise and domain knowledge. Our team knows first-hand how agencies operate to inform ideas and solutions for enhancing the citizen experience.

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Delivering effective customer experience solutions

CX Advisory Services and Evaluation
Starting with the customer journey, we take a holistic approach to identify pain points and mitigation options that offer the highest impact and connection to the customer.
As a trusted partner in developing and implementing customer-centric programs across government, we help to push the boundaries and reimagine a new CX strategy that offers an enhanced and equitable experience.
CX Monitoring of Customer Feedback and Sentiment
Leveraging advanced analytics, machine learning, natural language processing, and AI we enable customers to monitor insights at scale and provide data and reporting to show what is happening to customer's experiences in near-real time.
Rapid Response Implementation and Optimization
Implementing tactical response and mitigation plans that include processes for responding to customer inquiries and reporting ongoing opportunities and threats to programmatic leadership using data-driven insights.

Creating a culture that continuously iterates and improves customer experiences

We have the experience to address your customer experience needs and the insights to help you leverage the learnings and benefits of equitable and enhanced CX across all other aspects of your business operations.