Elevating the Art of Citizen Conversations

Today’s customer is accustomed to tailored interactions with their favourite brands like Amazon and Netflix. Now, regardless of who the customer is working with, personalisation is a critical component of engagement. A recent Forrester study indicated that “Digitally savvy customers are growing accustomed to personalised experiences that anticipate their needs and offer what they’re looking for – sometimes before they even know what that is.

This ebook IDs why governments should invest in digital technologies to improve the citizen experience. It also explores the impact COVID-19 has had on government engagement and what it means for the future.