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.
Diversity Equity Inclusion
6 Reasons to Practice Trauma-Informed Leadership in Your Workplace
If you are called to serve others in a leadership capacity, then you must commit to become a trauma-informed leader. Here’s what that means, and six reasons why it’s so important.
Racial Equity at National Parks: Data-Gathering and Conversations
Personal stories give data a voice and invite us to connect with those around us who are most impacted by the problem.
How Washington State Is Eliminating Disparities for Children, Youth and Families
“Reporting the data on disproportionality is a starting point for the conversation. It is not an ending point.”
5 Ways to Boost Inclusion With Customer Experience Data
In customer experience management, one way to improve inclusion and increase trust is to consider overlooked or underserved individuals. Here are a few practices for CX professionals and federal leaders who want to foster inclusivity as they improve customer experience.
How to Budget for Continuous Improvement
Wayne County, Michigan, is approaching its budget and modernization plans to ensure the most positive and lasting impact.
DEI Concepts: First Thought, Second Thought
Have you ever looked at someone and had a biased first thought? Of course you have. But have you ever addressed your second thought?
4 Strategies for Attracting and Retaining Software Development Talent
Agencies may not be able to compete with industry on salaries, but they can attract talent by creating an environment developers love.
How State and Local Gov Leaders Are Putting CX Metrics to Use
They shared their thought process for fostering competencies around data-driven customer experiences for digital services, plus more.
How to Run Psychologically Safe Meetings at Work Following These 9 Good Habits
Psychological safety can make workplace meetings open and productive—or, without it, can lead to low self-esteem and organizational risk, among other impacts. What does “psychological safety” actually mean anyway, and what nine tips can foster it?