Session Description
Gathering good customer feedback is one thing, but analyzing it is another. In this session, Alysha Myers, Sadeeq Simmons, and Kendra Latham with the Washington State Department of Licensing will share how their agency is using technology to understand customer feedback and how they:
- Developed an internal Natural Language Processing (NLP) tool to improve accuracy of customer sentiment and automate analyzing customer comments, and
- Built dynamic dashboards using Power BI to establish customer experience metrics and provide agency-wide access to customer feedback.
Learning Objectives
- Feel empowered to try new tools that you may have access to within your organization right now!
- Learn about Natural Language Processing (NLP), learn how DOL used NLP to understand customer feedback
- Learn how DOL is using surveys and dashboards to understand customer feedback
Presenter Information
Sadeeq Simmons
Sadeeq Simmons serves as the Data Analytics Manager for Washington State Department of Licensing. With over 25 years of public service experience, he leads the agency’s high-performing analytics team within the Research and Analysis Office. Together they leverage modern cloud technologies, business intelligence, and Agile methodologies to transform raw data into actionable insights.
A champion for equity and customer-centric government, Sadeeq recently directed the operationalization of an innovative Natural Language Processing (NLP) system to analyze agency-wide customer feedback data—bridging the gap between agency metrics and the lived experiences of Washington residents. He is dedicated to building scalable enterprise data platforms that empower public servants and elevate usability for every customer and business partner.
Alysha Myers
Alysha Myers leads the Customer Experience Team at Department of Licensing and is a 20+ year Washington State public servant. The dynamic and creative CX Team works with business and technical teams at DOL to assess and improve customer experience, digital usability, and digital accessibility using human-centered design methods. She’s passionate about looking at our business from a customer perspective, teaching teams how to deeply empathize with customers, and finding creative ways to apply customer experience methods to improve the services we provide.
Kendra Latham
Kendra Latham is in her 17th year as Data Specialist in the Department of Licensing Research & Analysis Office and in her 30th year of Washington State public service. Specializing in transaction, lobby management, and customer feedback data, she serves as the data and reporting subject matter expert for DOL’s Customer Insight Committee and co-leads the Voice of the Customer Subcommittee. She has been managing DOL’s long standing cross channel survey since it was implemented in 2010. Kendra leads many analysis and reporting efforts for the agency with a focus on helping operations manage their business, gain efficiencies, and improve service for customers.