Citizens today expect to have control over how and where they consume public-sector services. These digital savvy customers are increasingly seeking access to services in new ways, sometimes skipping the traditional office visit or phone call altogether. Instead, they’re turning to mobile websites and apps, and social media to connect with the organization of their choice.
Forward-thinking organizations are proactively responding to these changes, seeking was to accommodate citizens’ preferences. Amtrak is a great example – this quasi-government agency is reinventing itself from a 1970s passenger railroad company to a modern digital services organization by mapping the end-to-end customer journey, and enhancing its mobile experiences before, during, and after transit.
Likewise, London Heathrow – Europe’s busiest airport – has improved its understand of customer behavior and preferences across multiple channels, and personalized the customer experience for its passengers.
Download the report to discover how Amtrak and Heathrow approach the end-to-end digital experience.
