The Secret Behind Successful Transformation: Human-Centered Design
What enabled governments to respond to customer needs quickly while navigating the COVID-19 pandemic: human centered design.
Posts By Jill Leyden
How a New Bill Would Advance Plain Language in Government
Using complicated language makes it difficult for agencies to communicate effectively with the people they serve, and creates barriers to equity. New federal legislation, however, would require agencies to use plain and clear wording.
Cultivating a CX Coalition in Government
You cannot drive change alone — or from within a silo. Great change takes great people aligned to a common vision. As you spread customer experience (CX) management practices in government, consider these three approaches to bring others along.
5 Ways to Boost Inclusion With Customer Experience Data
In customer experience management, one way to improve inclusion and increase trust is to consider overlooked or underserved individuals. Here are a few practices for CX professionals and federal leaders who want to foster inclusivity as they improve customer experience.