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Meeting website visitor needs with personalized content

Closed captions in English can be accessed in the video player.

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Speakers

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Ahmed Elemam
Digital Transformation Consultant, AKN

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Karim Elemam
Digital Transformation Consultant, AKN

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Catherine Moore
Federal Sales Manager, Adobe


About the session

Serving your residents and visitors with website self-service options is both less expensive and more convenient than answering incoming requests through a call center. In this session, we’ll showcase a scenario where a federal department personalized their website for non-North American visitors in order to reduce a surge in call center volume. Learn the steps they took to pinpoint the issue, test possible solutions, and reroute visitors through personalized website forms based on their location. Industry experts will share other use cases and how the combination of A/B testing and personalization can improve your service delivery experience.

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