EP 27 - Digital-First Customer Experience, But Not Digital Only featuring Maximus Federal's Andy Beamon & MaryAnn Monroe

In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with Andy Beamon, a Senior Vice President at Maximus Federal and MaryAnn Monroe, the Senior Director of Customer Experience for Maximus Federal, to discuss the Government’s focus on delivering a digital first customer experience, but not digital only. In this discussion, they described how digital first but not digital only should be implemented to deliver equitable and inclusive experiences to employees and government customers (e.g., public) when interacting with the government. We described the purpose of driving towards digital first - the benefits to the public, to employees and to the government. While ensuring that all services can be accessed via digital channels, some people don’t have access to digital channels or can’t use digital channels because of language, disabilities, or technology factors.Other topics discussed include:Technologies necessary to transform digital services How customer experience strategies are used to continually improve digital services to employees and customersThe important role that contact centers play in creating a simple, seamless and secure customer experienceThank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!Stay Connected:Follow us on social media:LinkedIn: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned:Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form