Presented by DIR

Customer experience (CX) relates to how customers feel about and perceive their interactions with an organization. As organizations implement new technologies and processes, are they evaluating customer expectations and feelings before implementation? What is the difference between customer service, customer satisfaction, and customer experience? How can the customer experience be integrated as a strategy in your organization? In this session, you will learn how the Texas Department of Information Resources has implemented an agency-wide customer experience strategy to answer these questions and will operationalize it as a function of the agency.