Every Project Needs a Plan
Good CX isn’t having a well-staffed CX office: It’s having CX inform every decision throughout the organization. CX needs to be a priority — and a core capability — in every department.
Citizen Engagement
Feeling Like You Belong
“Belonging” has emerged as an important objective of its own, one way to ensure the diversity and equity of groups and communities. Here’s what belonging means and how one town is making it happen.
Choosing Tech for CX Improvement
When agencies want to improve customer experience, they often need to add or upgrade technology. Here are some pointers for choosing.
Applying Lessons of Constituent Engagement From Congressional Research
Agencies need clear guidelines and processes to track and respond to constituent communications. But as the types of communication expand, agencies need to innovate.
Indiana BMV Builds on Three Pillars to Drive up CX
An overwhelmingly unpopular state agency transformed itself — through IT innovation — and now enjoys a 98% customer satisfaction rating.
Why Government Websites Should Be as Intuitive as Visiting a Retail Store
Citizens expect Instant, correct, and trusted answers from government agencies when they look for information on the agencies’ websites. Natural language interfaces fulfill this need.
Three Tips to Improve Employee Engagement AND Customer Experience
Improving employee engagement and customer experience are both key goals for the Biden administration. The success of customer experience depends greatly on efforts to improve employee engagement. Research has shown again and again that happy employees can equal happy customers.
Help People by Doing Their Paperwork Automatically
Automating processes internally so that the public doesn’t need to go through manual processes can help save people time and get them the help they need.
Bringing in Constituent Perspectives
To improve customer experience, you have to hear from constituents. Here are some ways to gain their feedback.
Improving CX Through Simplicity and Security
Good customer experience starts long before a frontline employee interacts with a constituent. seamless cybersecurity is an essential factor.