Customer experience, or CX, has not always been associated with government, but this year government has taken some big steps towards improving its customer experience image. One of the reasons for the increase in government’s customer service mentality is the mandated cross-agency priority goals. 15 cross-agency priority goals were announced earlier this year with theRead… Read more »
If you think government isn’t in the customer experience business, think again. Every American deals with government on a daily basis – whether you know it or not – which is why improving customer service is paramount. But the government still has a long way to go. The Forrester’s Customer Experience Index (CX Index) hasRead… Read more »
In two previous posts (Brookings and Foresee), I have explored common methods for measuring websites in a Web 1.0 world in order to find applicability for Web 2.0. Essentially, I am providing a summary in order to educate myself and share that knowledge acquisition with personnel from government agencies and other organizations that are beginningRead… Read more »