Getting the Info Your Agency Needs in Moments that Matter
No one wants to hunt for the right answer when the clock is ticking. Yet too often, government employees and their customers do just that.
Citizen Engagement
How to Design for Customers in the Open
“It’s also important to recognize that customer experience isn’t just an IT problem. It has to be much more than dumping it on the IT team to ‘fix the website.’”
Secret Professional Development for Community Engagement
If your goal is to stay up to speed on trends in public participation and community engagement, vendor calls can be your connection to the larger community engagement practice.
3 Counter-Intuitive Rules for Improving CX
Adopt a beginner’s mindset, rethink “rip and replace” and embrace self-service.
Culture Basics: Getting Ready for Employee and Customer Experience
Here are three exercises that can help you ramp up people analytics capabilities and shift toward adopting a true customer experience mindset.
How 1 California City Takes a Geographic Approach to Tackling Homelessness
The city of Modesto, California used mobile apps powered by geospatial technology to identify homeless populations and improve outreach and services.
How Government Is Delivering CX at the Largest Scale Yet
How can agencies continue an inclusive journey to deliver multichannel, human-centered services at a scale unlike any organization before?
The Federal Plan to Improve Customer Experience
Government officials often talk broadly about improving customer experiences, but the Biden administration has unveiled an executive order (EO) that offers a detailed vision of what that means.
Now Hiring: Professionalizing CX in Government
Finding qualified customer experience professionals for government agencies continues to be a great challenge.
How to Keep Employees and Constituents Happy
Public-sector customer experience gets to the heart of how employees and constituents interact with perceive agencies’ products and services. Yet pleasing both groups grows harder every time government workforce, budget and other constraints change.