From Nextgov: How Better Digital Services Can Result in Agency Savings

May 23, 2017 Research says budget slashing and modernizing technology are compatible ideas. Dave Lewan is responsible for managing ForeSee’s focus on public sector, including federal and state government departments and agencies, nonprofit organizations, associations and higher-education institutions. The path to more conservative government spending lies in collecting and analyzing citizen (customer) experience data. This isn’t hyperbole…

Feedback v. Measurement

Sometimes there is a misconception that if you’re asking customers to provide feedback through an opt-in mechanism, you are “measuring” the customer experience. There is actually a critical difference between feedback and measurement. Do you know what it is? Do you know why it matters? When we talk about feedback vs. measurement it really boils down…