Many customer experience (CX) nerds in the public sector are wondering “What will happen to Biden’s CX Executive Order?” Here’s some context on how CX-related executive orders have played out in the past, and some hypotheses about what lies ahead.
In this video interview, Docusign’s Michael “M.J.” Jackson describes how a focus on omnichannel communications can result in higher constituent satisfaction and deliver improved outcomes.
Saturday, April 20, National Park Week kicks off, with a free entrance day and special activities at national parks through April 28.
Pickleball has sparked controversy in communities around the country — and is a metaphor for why, and how, government should listen to constituents.
Government workers who interact directly with the public give customers their first impression of not only that transaction, but the agency as a whole. To make that impression a good one, frontline workers must have the right support. And it comes in ways that aren’t always obvious.
An overwhelmingly unpopular state agency transformed itself — through IT innovation — and now enjoys a 98% customer satisfaction rating.
To improve customer experience, you have to hear from constituents. Here are some ways to gain their feedback.
Good customer experience starts long before a frontline employee interacts with a constituent. seamless cybersecurity is an essential factor.
Agency decision makers and frontline workers should work to improve online constituent experiences. Here are tips for enhancing those interactions.
There was a time when government paid little attention to how consumers interacted with it, and the Department of Veterans Affairs was no different. But today, the VA is at the forefront of changing that. The VA’s deputy chief veterans experience officer explains both her vision and the obstacles ahead.