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.
Posts Tagged: CX
What Will Happen to the CX Executive Order in the New Administration?
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.
How to Deliver High-Quality Omnichannel Constituent Experiences
In this video interview, Docusign’s Michael “M.J.” Jackson describes how a focus on omnichannel communications can result in higher constituent satisfaction and deliver improved outcomes.
Do You Know What Makes a Good Question?
Questions are not inherently neutral. They carry context, tone (if spoken), assumptions, and bias. If you’re working with customer (CX) or employee (EX) experience, asking questions is a necessary part of gathering feedback. Let’s discuss a couple of the ways that questions make assumptions and how to avoid them when collecting feedback.
Good CX in the OCIO: A Win for Both Customers and OCIO Teams
This blog post highlights the importance of focusing on CX for government IT products and how it has a positive ripple effect on both users and IT teams. By making CX a priority, agencies can improve service delivery while also creating a more fulfilling and productive work environment for IT professionals.
How to Get More Insights Out of Community Surveys
Tips and takeaways from the experts on how to make the most of community surveys.
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.
Cyber Resiliency Supports Strong CX
Organizations depend on a wide array of tools to support CX, and more tools create more attack vectors. A cloud-based resiliency platform can ensure rapid recovery after an event. Here’s how that works.
Qualitative Data Isn’t Just Bad Quantitative Data
Qualitative and quantitative data serve distinct purposes and work best when considered together.
End User Trust Outlives Consent Forms
In my last post, I talked about ways that research consent can be more nuanced than “yes” or “no”. This second and final part explores scenarios in which consent can get complicated and trust may be endangered.