State and Local Leaders:
Achieving a Customer-Centric Mindset

State and local governments have embraced a number of technology advances to ensure that constituents can access public services digitally. In fact, digital services have become ubiquitous in the past couple decades and now encompass nearly all aspects of state and local government operations.

While evolving technologies, such as artificial intelligence, promise to transform customer experience (CX), exceptional CX success hinges on a complex interplay between those technologies, the constituents’ needs and a user-focused, digital-savvy workforce.

With the right tools and strategies, government agencies can provide digital services that are adaptable and resilient enough to respond to even the most daunting challenges that government and society face, such as climate change, natural and man-made disasters, and public health emergencies.

  Read the latest CX insights from State and Local industry thought leaders, including :

State and Local Report cover
  • Tiffany Goddard, Sales Executive who oversees the Customer Experience and Engagement Solutions Portfolio,  Carahsoft, discusses making the most of CX technology advances. 
  • Chris Lim, National Practice Director for State and Local Government, and Nikhil Jain, Digital Strategy Consultant, Adobe, discuss the journey to a connected constituent experience.
  • Chris Dilley, CTO for State and Local Government, ServiceNow, discusses why context is the key to CX success.
  • Charlotte Lee, Strategic Lead for CX and Innovation, Granicus, discusses shortening the gap between awareness and action. 
  • Michael “MJ” Jackson, Vice President and Global Head of Industries, DocuSign, discusses modernizing agreement workflows for better CX.
  • Wes Kempa, Enterprise Digital Transformation Technologist, Liferay, discusses many outcomes available within the same infrastructure.
  • Omar S. Rao, Senior Systems Engineer, Veeam, discusses robust citizen services and their dependance on access to data.
  • Michael Rupert, Interim CTO, Office of the CTO, Washington D.C., discusses how D.C. is refocusing city services toward users. 

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