Mike Raker

That's why we're always in a data-driven system, because how does that CX experience change over time with the citizenry and who we're serving and make sure that it's personalized to everyone out there?

That's why we're always in a data-driven system, because how does that CX experience change over time with the citizenry and who we're serving and make sure that it's personalized to everyone out there?

I love this point because... It is far too often that we will look at metrics and say, look at our CSAT. It's so good. But we're not looking at who didn't answer the question. Right. And how can you know that? What are some tips to know who's missing? How can we like really architect our data structures to see that?

I love this point because... It is far too often that we will look at metrics and say, look at our CSAT. It's so good. But we're not looking at who didn't answer the question. Right. And how can you know that? What are some tips to know who's missing? How can we like really architect our data structures to see that?

I love this point because... It is far too often that we will look at metrics and say, look at our CSAT. It's so good. But we're not looking at who didn't answer the question. Right. And how can you know that? What are some tips to know who's missing? How can we like really architect our data structures to see that?

This is another one of those areas where really understanding the customer and the population helps inform that at a contract level. Because working with customers and the citizenry and the like helps you unlock that at a contract level. But that's often, it can be a challenge. Yes, our CSAT scores are good and they're going up and this, that, and the other. And those are all wonderful things.

This is another one of those areas where really understanding the customer and the population helps inform that at a contract level. Because working with customers and the citizenry and the like helps you unlock that at a contract level. But that's often, it can be a challenge. Yes, our CSAT scores are good and they're going up and this, that, and the other. And those are all wonderful things.

This is another one of those areas where really understanding the customer and the population helps inform that at a contract level. Because working with customers and the citizenry and the like helps you unlock that at a contract level. But that's often, it can be a challenge. Yes, our CSAT scores are good and they're going up and this, that, and the other. And those are all wonderful things.

But we can also, I think, go to other, like you said, that requires somebody to fill out the survey or go through the QA or whatever that says you're performing well. There's all kinds of other mechanisms for open source data to say, well, what's the rating of the overall agency that we're supporting, right? What are the other, you know, what's going on, you know?

But we can also, I think, go to other, like you said, that requires somebody to fill out the survey or go through the QA or whatever that says you're performing well. There's all kinds of other mechanisms for open source data to say, well, what's the rating of the overall agency that we're supporting, right? What are the other, you know, what's going on, you know?

But we can also, I think, go to other, like you said, that requires somebody to fill out the survey or go through the QA or whatever that says you're performing well. There's all kinds of other mechanisms for open source data to say, well, what's the rating of the overall agency that we're supporting, right? What are the other, you know, what's going on, you know?

Twitter or, you know, in other media forms that are people that might be expressing dislike for the fact that, you know, they haven't been able to do X, Y and Z and they never got caught in the data system. Right. So I think there are outside of system ways to at least get leading indicators to say.

Twitter or, you know, in other media forms that are people that might be expressing dislike for the fact that, you know, they haven't been able to do X, Y and Z and they never got caught in the data system. Right. So I think there are outside of system ways to at least get leading indicators to say.

Twitter or, you know, in other media forms that are people that might be expressing dislike for the fact that, you know, they haven't been able to do X, Y and Z and they never got caught in the data system. Right. So I think there are outside of system ways to at least get leading indicators to say.

Hey, we think our CSAT score is great, but man, there's a news article over here about this population of people that are really annoyed or upset or this, that, and the other. How do we make sure that we have a total worldview of that and we don't fall in love just with the data that we have?

Hey, we think our CSAT score is great, but man, there's a news article over here about this population of people that are really annoyed or upset or this, that, and the other. How do we make sure that we have a total worldview of that and we don't fall in love just with the data that we have?

Hey, we think our CSAT score is great, but man, there's a news article over here about this population of people that are really annoyed or upset or this, that, and the other. How do we make sure that we have a total worldview of that and we don't fall in love just with the data that we have?

Yeah. We need to be listening outside of just our channels. And I think that's where AI can be so helpful for us as well, to be listening on social and the internet to say, okay, here's, you know, something that we should be looking at and taking into consideration. And also just, I think the awareness that we don't have, we're not collecting everything through our channels.

Yeah. We need to be listening outside of just our channels. And I think that's where AI can be so helpful for us as well, to be listening on social and the internet to say, okay, here's, you know, something that we should be looking at and taking into consideration. And also just, I think the awareness that we don't have, we're not collecting everything through our channels.

Yeah. We need to be listening outside of just our channels. And I think that's where AI can be so helpful for us as well, to be listening on social and the internet to say, okay, here's, you know, something that we should be looking at and taking into consideration. And also just, I think the awareness that we don't have, we're not collecting everything through our channels.