Aligning Your Agency’s Digital CX to Its Mission

For your customer experience (CX) efforts to succeed, you need to understand how to build them in a way that supports your agency’s mission. That includes ensuring that your customers can easily reach you their way, including through website and chat touchpoints.

During the most recent CX Community of Practice session, Denise Kitts (Executive Director, Enterprise Management and Design, Veterans Experience Office, Veterans Affairs Department) had a few tips to share on identifying opportunities for digital CX reform and building cross-agency support.

1. Why is digital CX important? Kitts said that part of delivering good CX is understanding your customer’s preferences and designing your services to fit them. That means getting CX right across all channels, as each channel is a way to get it right, building trust and rapport with your customers.
2. How can you decide what your CX priorities should be? A combination of quantitative and qualitative data is key, according to Kitts. With research and customer surveys, you can gather data that lets you know what your bright spots and pain points are, which can help drive your priorities.
3. Change is hard, but teaming up with others can help. Kitts said the VA has teamed up with nine other local, state and federal agencies in the past two years to help their veterans. Coming together with other agencies to use their services and innovative ideas have served to drive important changes. It’s essential to consider how others can contribute to your CX efforts to make them easier to navigate.

For other ways your agency can enhance its digital CX efforts, watch the CX CoP now. Also, don’t forget to attend our next CX CoP online Monday, July 15 at 4 p.m. ET/1 p.m. PT, to hear from Michael Boyce, Director, DHA AI Corps, Dept. of Homeland Security, about how AI is poised to specifically transform the government customer experience.