Innovations in CX: Gauging Engagement
Agencies looking to design innovative customer experiences should consider two opportunity areas: the types of constituent engagement that really matter, and the rol
Posts Tagged: CX
CX Innovation: Reminder Text Messages Make a Difference
People often learn they’ve lost access to social services benefits when they try to access them and fail. An innovative Louisiana program, called LA’MESSAGE, works to change that by sending text message reminders about deadlines, submission requirements, and other concerns.
Long-Awaited IDEA Guidance Is Around the Corner: What Do You Need to Know?
The 21st Century IDEA implementation guide is coming soon. Here’s how to get ready.
Journey Maps: Tracing Real-world CX
Journey maps track a typical consumer experience with a product or service. They’re complex, require careful planning — and can be an invaluable tool for agencies looking to improve their customer engagement.
Indiana BMV Builds on Three Pillars to Drive up CX
An overwhelmingly unpopular state agency transformed itself — through IT innovation — and now enjoys a 98% customer satisfaction rating.
Bringing in Constituent Perspectives
To improve customer experience, you have to hear from constituents. Here are some ways to gain their feedback.
How HUD’s Customer-focused Mindset Shapes Its Mission-focused Strategy
To address the affordable housing crisis, the Department of Housing and Urban Development (HUD) is employing new strategies to help both troubled consumers and the HUD staff who assist them.
2023 Granicus Digital Government Awards Now Open for Nominations
Starting May 1 through June 15, public sector organizations across all levels of government in North America can nominate individuals, teams or projects within seven categories to recognize excellence in communications, service delivery and digital transformation.
How Federal Employee Experience Impacts Customer Experience
You can’t have good customer experience (CX) without good employee experience (EX). The VA is applying lessons from its successful CX efforts to improving EX.
How to Dominate Your Data
Agencies are challenged with the explosion of data, and have to work to dominate the data, rather than letting it dominate them.