When It Comes to Good CX, Measurement Is Critical
Formalizing and distributing knowledge about CX is critical. However, there are a few elements of digital government that seem to have been overlooked.
Posts Tagged: customer experience
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?
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.