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eBook: Elevating the art of citizen conversations

Sponsored by Smart Communications

Governments around the world recognise the importance of improving citizen conversations and are investing in ways to make them smarter. In Australia, for example, the Digital Transformation Agency’s vision is to become a world-leading digital government, delivering flexibility, personalisation and a seamless experience based around individuals’ and businesses’ needs.

Download this eBook now to learn what it takes to be a government that is easy to deal with, informed by its citizens and fit for the digital age.

According to Deloitte, “government leaders who are looking to make a triple value impact — improving customer satisfaction, increasing efficiency and enhancing mission-effectiveness — are increasingly focusing on Cx (citizen experience) as a core function of government.”

In this eBook, you’ll learn what’s challenging governments in their quest to provide better citizen experiences, conversations and work practices, plus what the future holds for government agencies as citizen expectations continue to evolve.

This eBook also explores the indelible impact that the COVID-19 global pandemic has had on government engagement, and how it is likely to remain a force for digital transformation in the foreseeable future.


Smart Communications™ is the only provider of a customer conversations management platform. More than 500 global brands rely on Smart Communications to deliver smarter conversations across the entire lifecycle –empowering them to succeed in today’s digital-focused, customer-driven world while also simplifying processes and operating more efficiently. Smart Communications is headquartered in the UK and serves its customers from offices located across North America, Europe, and Asia Pacific.