Tackle the Public’s Rising Customer Experience Demands
The public expects private-sector businesses to serve them continuously and digitally and, increasingly, they expect the same in the public sector.
Posts Tagged: customer experience
How the VA Gained Veterans’ Trust
When the VEO was established in 2015, the ultimate goal was to listen to veterans’ voices. The office strategically deployed core CX capabilities.
A Core Discipline to Build Public Trust: Customer Experience
A challenge for agencies in this increasingly digital world is the ability to understand the human experience of accessing services and benefits. “Government cannot treat us like humans if they don’t understand our experiences.”
The 3 Levels of Customer Experience
To build an effective and scalable experience, organizations must understand all aspects of their customer interactions and focus on three main levels of CX
How Employees of Different Generations View Citizen Engagement
“We need to be thinking about how different age groups will have different needs or expectations. And if we’re not taking that into consideration, then there’s the potential that we could be under-serving one or another group.”
User Experience: An Emerging Best Practice
In the past decade, the concept of user experience (UX) in government IT has gained widespread acceptance and moved into the mainstream.
My Takeaways as a Government Customer
I visited three government offices in two states within 48 hours. My goal in sharing this story is for readers to channel their inner customer and advocate for the people they serve in new ways.
Identifying Quick Wins on the Path to Better Customer Experiences
How can agencies turn this critical surge in COVID-19-related communications demand into a broader digital transformation effort?
A 3-Pronged Approach for Prioritizing CX
Governments must think holistically about the convergence of CX, digital transformation and secure, adaptable platforms. The efficacy of citizen services depends on it.
Improve CX From the Inside Out: Engaged vs. Satisfied Employees
What compels an employee to go beyond what is required and provide what’s needed? What moves them to listen and serve with compassion and empathy?