Customer experience initiatives often offer clear benefits for the people agencies serve, but getting others to understand that value can be a challenge. Whether it’s competing priorities, limited resources, or misconceptions about what CX really means, gaining organizational support requires more than good intentions.
During a recent CX Community of Practice virtual discussion, Ann Aly, Lead User Experience Subject Matter Expert at CALIBRE Systems, shared strategies for building buy-in, connecting CX efforts to mission goals, and showing stakeholders how better customer experiences can drive meaningful results for both agencies and the public.
Read on for key takeaways from that virtual conversation and view the full session recording below.
1. CX isn’t just about convenience: It can have mission-critical impact.
Customer experience affects far more than usability. When CX is done poorly, the consequences can range from frustration and delays to serious public impacts.
Aly pointed to government examples such as the launch of Healthcare.gov and Hawaii’s mistaken missile alert, where complex systems and poor user experiences created significant challenges. On the positive side, agencies like SAMHSA and the VA have demonstrated how CX improvements can reduce wait times, increase trust, and improve service delivery.
2. Small improvements often create the strongest business case.
A common challenge for CX advocates is convincing stakeholders that investing in customer experience is worthwhile. The discussion emphasized that successful CX initiatives don’t always require large-scale transformations.
Instead, agencies should start by identifying friction points in everyday processes and looking for small, high-impact improvements. Examples included digitizing forms, reducing workflow bottlenecks, or implementing self-service password resets that decrease help desk calls and save staff time.
3. Listen, observe, and measure to build long-term buy-in.
Understanding user needs goes beyond surveys and feedback forms. Some of the most valuable CX insights come from observing how employees and constituents actually complete tasks.
To secure leadership support, agencies should combine qualitative feedback with quantitative metrics such as cost savings, reduced wait times, and increased trust or satisfaction.
Be sure to join us for our next virtual networking event, 2026 CX Lessons Learned, which will take place on Monday, Dec. 7, from 4–4:30 p.m. ET/1–1:30 p.m. PT.