Measuring Customer Experience: It’s a Journey
Everyone wants to improve customer experience. But you can’t improve unless you know where you are, and where you’re going.
Posts Tagged: customer experience
What the 988 Suicide and Crisis Lifeline can learn from Federal CX
While it feels uncomfortable to use the term “customer” for those seeking mental and emotional health care, the public sector customer experience lessons remain valid, and should be implemented in suicide prevention program design.
Aim for the “X”
Agencies often suffer from low approval ratings, lower than the private sector. So how can even behemoth agencies reinvent themselves? Paying more attention to experience management (XM) is a great start.
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.
Want to Improve CX at Your Agency? Learn What Makes You (And Others) Tick
Training helps articulate agency expectations and competencies around fostering a customer-centric mindset, but there’s more at play.
How State and Local Gov Leaders Are Putting CX Metrics to Use
They shared their thought process for fostering competencies around data-driven customer experiences for digital services, plus more.
Making Equitable Digital Experiences a Reality
“It’s imperative for agencies to reach people regardless of where they live, their technological capabilities, or financial resources.”
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.
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.’”
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?