September 13-14, 2017The Mayflower Hotel
Forrester data shows that most citizens want to engage with their government digitally, but most are unhappy with the digital experiences currently available—and dissatisfaction is growing as their experiences continue to lag behind the private sector.
To reverse this trend federal agencies must navigate increasingly choppy waters—intensifying budget and personnel pressures, scarcity of resources and availability of talent, tangled policy and regulatory requirements—all while the number and complexity of available digital platforms increase.
Forrester’s CXDC 2017 Forum will leverage Forrester’s recent research, as well as best practices from the most innovative agencies, to help government CX professionals set a realistic, actionable course for the design and delivery of great digital experiences.
Wednesday, September 13th
3:00 - 3:30 p.m.
Can AI transform the citizen experience?
Americans have high expectations for government digital services, with 85 percent expecting them to equal or exceed commercial standards. However, many agencies fail to meet these objectives due to legacy process and systems, limited budgets and other constraints. Artificial Intelligence (AI) is increasingly available and being used to fill these gaps. Agencies are using virtual agents to deliver engaging and empowering self-service capabilities, intelligent automation to improve customer-service processes, and machine learning to uncover deep insight on citizen needs and expectations. When done right and in a responsible manner, AI is the unique technology that agencies can embrace to deliver better service while boosting productivity.
Ira Entis, Managing Director, Strategic Solutions and Emerging Technologies, Accenture Federal Services