Case Study: Missouri achieves better resident experiences with Qualtrics

Empowering agencies to better serve residents through a statewide CX program

Missouri partnered with Qualtrics to strengthen statewide customer experience, but agencies initially lacked the enablement needed to put the tool into practice. Through the SHARE MO shared service, Missouri worked to help its agencies listen to residents, understand feedback, and act on it in a consistent way.

Using Qualtrics, Missouri implemented a statewide CX program that now supports 15 of 17 state agencies, improving reporting, data accessibility, and decision-making. The program helped agencies save time, standardize service evaluations, and make better financial and operational decisions; in one example, Missouri and Qualtrics launched a help desk for a new public health system in just two weeks, and insights from four call centers are now driving training and digital-service improvements.

Missouri

Brenna Davidson

Operational Excellence Leader and Chief of the Office of Performance Management, Missouri Department of Health and Senior Services