skip to main content
Close Icon We use cookies to improve your website experience.  To learn about our use of cookies and how you can manage your cookie settings, please see our Cookie Policy.  By continuing to use the website, you consent to our use of cookies.
Global Search Configuration

Introduction

Becoming a customer-adaptive organization takes more than adopting technology; it requires a rethink of the way employees are empowered to react to changing customer needs.

Highlights

  • Measuring citizen satisfaction requires a complete view of citizen interactions, not just benchmarks used for organizational reporting requirements.

Features and Benefits

  • Identify the areas that will make or break the shift to a customer-adaptive model.
  • Successful citizen-adaptive programs will be based on employee engagement, not just technology.

Key questions answered

  • What is feeding the interest in a customer-adaptive approach to customer services?
  • What is the impact on public sector organizations of the changing customer contact channels?

Table of contents

Straight Talk IT

  • Ovum view
  • Becoming a customer-adaptive organization takes more than adopting technology
  • Measuring citizen satisfaction requires a complete view of citizen interactions
  • Supporting staff requires the right set of analytical tools to allow for the combination of internal data points
  • Successful citizen-adaptive programs will be founded on employee engagement, not just technology

Appendix

  • Further reading
  • Author

Recommended Articles

;

Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700


Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

+44 (0) 207 551 9047 - Operational from 09.00 - 17.00 UK time

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Call us at +44 7770704398 or email us at pr@ovum.com

Contact marketing - 
marketingdepartment@ovum.com

Already an Ovum client? Login to the Knowledge Center now