Session Description
Missouri has an opportunity to move its customer experience (CX) journey from simply measuring satisfaction to driving meaningful change. Survey data provides more than a snapshot of how customers feel—it can reveal where government services are falling short, what matters most to Missourians, and where targeted improvements can have the greatest impact.
Ultimately, the next chapter of Missouri’s CX journey is about making survey data actionable. When the voice of the customer is connected directly to decision-making and service delivery, feedback becomes more than a report—it becomes a catalyst for real, visible change.
Presenter Information
Bobby McKee is the Director of Citizen Engagement for the State of Missouri. He oversees SHARE MO, Missouri’s Customer Experience Program. Bobby has been with the State of Missouri since 2016 and the Director of Citizen Engagement since May of 2023. He is passionate about making the voice of Missouri citizens heard and front and center in decision making.