Author Archive
Ideas
Can improving CX help restore trust in government?
COMMENTARY | To protect benefit programs from abuse while delivering a cohesive CX, agencies need to take an omnichannel approach that harmonizes online, mobile, call center and in-person contacts and incorporates robust remote identity proofing.
Cybersecurity
How social media can help spot insider threats
A recent directive on using individuals’ social media activity in the security clearance process is a good first step, but it could go even further.
