Customer Experience (CX) Analytics for State, Local and Federal Government Agencies
Most government organizations have massive volumes of data describing customers and customer interactions. However, this data is often unstructured, spread across several different systems, and difficult to translate into actionable recommendations.
GCOM’s CX Analytics solutions enable clients to synthesize, visualize and analyze customer interaction data to reveal common patterns/journeys and design treatments or “nudges” that influence customer behavior.
Our CX Solutions
Our flexible solution is composed of distinct modules that build upon one another and can be customized based on your existing analytic maturity.
Integrate data from a variety of sources to uncover a 360-degree view of your customer, then leverage intuitive dashboards to better understand the entire customer journey.
Interactive visualizations with filters, drill-downs, and correlation analyses allow you to examine relationships, trends, and understand which factors affect customer behavior.
CX Prediction & Attribution
Machine learning models and natural language processing help you forecast customer behaviors and predict how specific customer segments may react to future stimuli.
Artificial intelligence including deep learning and recommendation models that allow agencies to take a proactive approach to customer service.
The IRS uses GCOM’s CX Analytics tools to identify opportunities to improve the taxpayer experience. By analyzing CX data, IRS was able to predict which taxpayers would engage the Taxpayer Advocate Service (TAS) for support and when TAS contact would be needed.
Armed with this knowledge IRS was able to identify key drivers of this engagement and direct resources to proactively serve those taxpayers and reduce costly processes in TAS.
Learn more about CX Analytics for Government
Contact our team of experts to get started.