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.
Reliable, high-quality data is critical for a resilient, human-centered safety net. One Senate Farm Bill proposal includes an important step forward in this regard.
You can improve customer service even if you’re not in charge. Here are three ways to make a difference.
Customer experience is a priority for government agencies. Here are six tips for improving it.
Treasury guidelines for spending funds provide recipients with “broad flexibility to decide how best to use this funding to meet the needs of their communities.” Learn the two most likely sources for paying for technology.
Customer service values are trending back to a more equal power balance between staff and customers. How does this impact government services?
Channel shift happens when people realize that they can avoid long waits at on office or on the phone by doing a quick web chat.
A digital public event needs a checklist to ensure that you’ve considered everything needed to host a productive conversation.
First impressions make lasting impressions and are unlikely to ever change, so it’s important to think about the impression you want to leave in your agency’s customer service.
As a government employee, you are here to serve. The public entrusts you with their hard-earned tax dollars to seek optimum solutions, act in their best interest, and represent them with honesty and integrity. It is easy to lose sight of this when the needs of superiors, coworkers, and the public are in conflict.