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.
Posts By Nicole Blake Johnson
How One Question Changed My Career Trajectory
My manager asked me a critical question about my future and was ready to take action based on my response. That question was key to my career growth.
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.
Beyond Savings: Has Cloud Changed Your Business Practices?
When done right, cloud computing should change how organizations think and act, whether they’re serving customers or investing in cybersecurity.
What’s Your Plan for Managing Agency Operations Post-COVID-19?
There are still unknowns about what government operations will look like going forward, but one thing is certain: This new normal won’t be a mirror image of what we experienced pre-COVID-19.
3 Tips for Modernizing IT With Business Requirements in Mind
The siloed nature of many government organizations has rippling effects that run deep.
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