Unifying the Citizen Experience Across Divided Agencies
Federal agencies are notoriously siloed, but citizens do not see these bureaucratic divides. How can agencies bridge the gap for a better citizen experience?
Posts Tagged: CX
Identifying Quick Wins on the Path to Better Customer Experiences
How can agencies turn this critical surge in COVID-19-related communications demand into a broader digital transformation effort?
A 3-Pronged Approach for Prioritizing CX
Governments must think holistically about the convergence of CX, digital transformation and secure, adaptable platforms. The efficacy of citizen services depends on it.
Improve CX From the Inside Out: Engaged vs. Satisfied Employees
What compels an employee to go beyond what is required and provide what’s needed? What moves them to listen and serve with compassion and empathy?
Make Inclusion Your CX Superpower
Inclusion ensures that people’s words, views and ideas carry weight as collective decisions are made about how to serve a diverse public. In this section, we share examples of how agencies are embracing inclusion.
What’s Your Data Telling You About Customers’ Experiences?
One of the most powerful — yet often underused— assets that agencies own is something employees interact with daily across multiple platforms and systems.
What’s Top of Mind in Government CX?
The way customers interact with you and your agency doesn’t have to be flashy to be effective. Here are some key insights about moving from the concepts of CX to construct.
How to Make Digital Channel Shift a Reality
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.
Match Employee Skills to Customer Needs for Happy Customer Experience
To serve its customers best, the Defense Digital Service (DDS) recruits for the skills and capabilities that its customers need.
Not All Digital Transformation Is Equal
Depending on where you look, change is happening quickly or slowly, smoothly or erratically, effectively or rife with challenges.