HighPoint Director of Customer Experience, MaryAnn Monroe, has been announced as a Service to the Citizen award winner in the category of CX Trailblazer. With a 26-year background in customer…
Category: MaryAnn Monroe
in Advanced analytics, blog, citizen experience, CoE, contact center, cx, cx landing, CX Resources, digital services, Federal Centers of Excellence, highpoint, In the News, MaryAnn Monroe, news, Operations, Public Service, Thought Leadership, user experience0by
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Here’s What Feds Can Learn About CX from Local Government
First, they don’t have to start from scratch. Federal government agencies are working to meet citizen service goals set out in the President’s Management Agenda. In doing so, they do not…
in Advanced analytics, blog, citizen experience, CoE, cx, cx landing, CX Resources, highpoint, In the News, MaryAnn Monroe, news, Organization, Public Service0by
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Three keys to strengthening citizen trust
Citizen trust in the government is near an all-time low. The President’s Management Agenda (PMA), released March 20, not only acknowledged this issue—it calls out the government’s poor performance overall as the key…
in Advanced analytics, blog, citizen experience, cross-agency priorities (CAP), cx, In the News, LinkedIn, MaryAnn Monroe, news, Public Service, Public Service Recognition Week, Thought Leadership0by
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Public Service Recognition Week: Celebrating the Front Line of CX
By MaryAnn Monroe, Director of Customer Experience, HighPoint Global Since 1985, the first week in May has been designated as Public Service Recognition Week (PSRW). While we should appreciate and…
in blog, cx, CX Resources, highpoint, In the News, LinkedIn, MaryAnn Monroe, MaryAnn Munroe, new site, news, Thought Leadership0by
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Contact Centers Should Be at the Center of Digital Omnichannel Communication Strategies
Best practices in communicating with citizens these days rely on omnichannel strategies. This involves understanding customer behaviors and anticipating needs (e.g., what problems they’re trying to solve, what their primary…
in blog, citizen experience, contact center, cx, cx landing, CX Resources, digital services, LinkedIn, MaryAnn Monroe, Technology, Thought Leadership0by
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Breaking Down Silos for Better Citizen Experience
Digital service integration is a top goal for many government agencies. Citizen expectations of digital services are based on the smooth interaction they have with commercial entities like their…