The Commercial CX Strategy That Could Change How Americans Access Government Services

Federal agencies are investing in new technologies to improve customer experience, but Evan Davis says the greatest opportunity may come from changing when government provides assistance.

Instead of waiting for people to encounter problems or ask questions, agencies could use data to anticipate their needs.

Davis, Executive Managing Director at Maximus, joins Fed Gov Today to explain how data can help federal organizations modernize services and move toward a more proactive customer experience.

He says both government and the private sector are navigating major changes in how they serve customers.

For federal agencies, those changes create an opportunity to consolidate services and make interactions with government more efficient.

Davis describes that evolution through three stages: reactive, interactive, and proactive care.