Measuring the Value of CX
The metrics used to measure CX in the commercial sphere aren’t always appropriate for government agencies. Here are some qualitative measures that can better demonstrate the value of your CX.
Posts Tagged: CX
Need to Improve CX? Low-code Automated Testing Can Help
Agencies that rely exclusively on manual software testing are missing the opportunities that automation provides, such as finding and resolving pain points quickly and efficiently, giving employees a more satisfying work experience, strengthening service delivery, and building constituent trust.
Building Civic Trust Through Civic Tech
Civic tech is a vital way to improve constituent trust, and there’s a lot of potential for it to develop and grow.
Trust Is a Key Theme for Government in 2024
From learning to trust how artificial intelligence (AI) will handle data and provide insights to implementing zero-trust architectures for cybersecurity to building citizen trust with better customer service, agencies are more focused than ever on delivering trust as part of their services.
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
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.