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.
Posts Tagged: CX
The Future Is Customer-Centered
There was a time when government paid little attention to how consumers interacted with it, and the Department of Veterans Affairs was no different. But today, the VA is at the forefront of changing that. The VA’s deputy chief veterans experience officer explains both her vision and the obstacles ahead.
How to Drive Digital Transformation
Innovation, done right, can result in better constituent experience, tighter security, and cost savings. Here are some tips for making it happen.
What the 988 Suicide and Crisis Lifeline can learn from Federal CX
While it feels uncomfortable to use the term “customer” for those seeking mental and emotional health care, the public sector customer experience lessons remain valid, and should be implemented in suicide prevention program design.
To Better Serve Citizens During Life Events, The Public Sector Must Improve Cross-Agency CX: Part 2
Here’s how to improve customer experiences through more thoughtful use of technology and cross collaboration.
To Better Serve Citizens During Life Events, the Public Sector Must Improve Cross-Agency CX: Part 1
Why is federal customer experience so hard?
Aim for the “X”
Agencies often suffer from low approval ratings, lower than the private sector. So how can even behemoth agencies reinvent themselves? Paying more attention to experience management (XM) is a great start.
When It Comes to Good CX, Measurement Is Critical
Formalizing and distributing knowledge about CX is critical. However, there are a few elements of digital government that seem to have been overlooked.
Want to Improve CX at Your Agency? Learn What Makes You (And Others) Tick
Training helps articulate agency expectations and competencies around fostering a customer-centric mindset, but there’s more at play.
Making Equitable Digital Experiences a Reality
“It’s imperative for agencies to reach people regardless of where they live, their technological capabilities, or financial resources.”