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Wednesday, September 2 • 10:45am - 11:20am
Monitoring Your Customers’ Feedback In Real-Time With The Customer Experience Management System
U.S. Census Bureau

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Monitoring Your Customers’ Feedback In Real-Time With The Customer Experience Management System 

How do you know how you are doing?  Perhaps numbers of retweets or website visits?  How about call center data?  The answer lies at looking at all these sources in real-time, so you can make smart decisions and adjust rapidly. 

Hear how the Census Bureau developed a Customer Experience Management (CEM) System.  This platform provides shared, centralized business intelligence, reporting and insight generation from a growing number of Census Bureau data sources. This CEM System allows them to view customer segments across various customer interaction channels such as web, mobile, social, and contact center. 

The near real-time dashboards and visualizations provided by the CEM platform provides Census leadership with a multi-faceted view of customer needs and expectations, regardless of the channel through which the customer interacts with us, or the program or tool they are using.

Discover how you too can create and benefit from your own customer experience management system, including how to
  • React to your content by measuring various indicators rather than reacting to a one-off engagement
  • Display customer behavior data in a visualization that enables deeper exploration
  • Provide leadership real data needed to collaboratively make better customer-focused decisions that ultimately support your agency in meeting your mission
  • Monitor your customers feedback regardless of the channel being used

Raul Cisneros, Director, Center for New Media and Promotion
U.S. Census Bureau


Raul Cisneros

Director, Center for New Media and Promotion, U.S. Census Bureau
Raul E. Cisneros is the Director in the Center for New Media and Promotion at the U.S. Census Bureau. He directs digital media production, promotional, and Web and new media activities. In 2009, Cisneros was appointed chief of the 2010 Census Publicity Office, where he oversaw the development and implementation of a multi-million dollar, award winning 2010 Census paid media campaign in 28 languages. Cisneros is a public relations and... Read More →

Wednesday September 2, 2015 10:45am - 11:20am
Shenendoah Room Arlington, VA

Attendees (1)