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Revolutionizing Customer Experience in Government
Manage episode 433137520 series 3379603
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Tune in to this episode of "CX in the Wild," recorded live at CCW. It features Tom McCarty, who shares his journey in transforming customer service operations for the state of Texas.
Facing an unprecedented surge in demand during the pandemic, Tom led the strategic overhaul necessary to manage seven years' worth of customer interactions in just five weeks. He discusses the comprehensive planning and legislative steps taken to re-engineer the state's customer service delivery model, emphasizing a customer-centered approach and integrating new technologies to enhance service efficiency.
Join us to discover how Tom's innovative strategies are setting the stage for a future where public sector services meet the fast-paced demands of today's customer needs.
Tom McCarty on LinkedIn: linkedin.com/in/tom-mccarty-empl-3400685
Learn more about Tom's work at their website: https://www.twc.texas.gov/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Learn a better way to outsource: https://www.op360.com/
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