Every Project Needs a Plan
Good CX isn’t about having a well-staffed CX office: It’s having CX inform every organizational decision. CX needs to be a priority — and a core capability — in all departments.
Posts Tagged: customer experience
Artificial Intelligence: A New Frontier in Government CX
In this video interview, Luke Norris with Granicus discusses AI’s transformative possibilities and offers specific guidance for the public sector.
Beyond ‘I’m Sorry’: Effective Customer Complaint Management
Dealing with unhappy constituents can be tricky, but following a structured, five-step method can help you manage these interactions effectively.
Prioritizing Employee Experience to Enhance Government Services Amidst DOGE-Led Disruptions
When government employees feel valued and supported, they’re more likely to deliver a superior customer experience (CX). So even in times of disruption, it’s critical to prioritize the public sector’s employee experience (EX).
What Can Government Learn from Pizza Delivery?
What can government agencies learn from pizza delivery? Data-driven decision-making, streamlined operations, and a focus on CX.
Journey Maps Help You Find and Fix Problems
Journey maps are one of the most effective and perhaps underutilized ways of understanding what constituents experience and how best to serve them.
Digital Technology for Better CX
Private sector technology has raised the public’s expectations for online customer service. Government must catch up. Good solutions call for personalization — and that requires data.
Making Connections, Modernizing Recruitment
To attract and retain a dedicated, talented, modernized workforce, government agencies must say the right things to the right people at the right time. Here are some effective ways to reach out.
Prioritizing Data in Government Technology Modernization
In government, digital modernization often overlooks enterprise data management, which results in fragmented ecosystems that limit modernization’s full potential.
Where Data Can Take You
Both qualitative data (what people think and feel) and quantitative data (what you can measure and count) can shed light on employees’ experiences on the job. An innovative team in the Department of Veterans Affairs (VA) is collecting and analyzing both types of information to help make the VA an even more welcoming place to… Read more »