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Statewide CX program offers tools, polling results show agencies prioritize service delivery
Summary
State agency leaders heard a presentation on customer experience strategy and free statewide tools; a live poll showed attendees rank service delivery/completion as the top priority. The Division of Technology Services offered dashboards, surveys, and a CX support team (cx@utah.gov).
JJ Acker opened a statewide online session on government customer experience (CX), saying agencies can improve trust and reduce costs by designing services around customers’ journeys rather than only resolving problems as they arise. "Satisfied customers are our friends," Acker said as she urged leaders to focus on the most impactful journey steps.
Acker cited national and private-sector research to frame the case for CX. She referenced polling that shows trust in government is at multidecade lows and described studies from Qualtrics and McKinsey and Company linking better CX to higher citizen trust, lower cost to serve and greater mission delivery. To illustrate priorities, Acker ran several…
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