Make Your Org More CX-Savvy

While customer experience (CX) is critical to the success of your mission, agencies often encounter issues when CX is not integrated throughout the entire organization.

Without a high-level, holistic approach, your agency may struggle to deliver a consistent level of service to its constituents.

Here are a few key takeaways on why it’s mission-critical to take a wide-reaching internal approach to CX, from our recent CX Community of Practice session, How to Help Make Your Org More CX-Savvy with Stephanie Thum, Adjunct Faculty, College of Business, Indiana Institute of Technology. You can also follow along with an on-demand recording of that session below.

1. CX isn’t just about the customers. Thum pointed out that good CX reduces burdens on employees and boosts efficiency both in and outside of the organization. She added that agency leaders are often judged on the successful creation of healthy, robust programs and CX plays a part.
2. Why is it sometimes difficult to pitch CX to your agency? It’s not always framed in a way that draws people in, explained Thum. “It can be hard to describe CX because it’s a pretty broad topic, but you can sell it by tying it back to your mission and being business-savvy. Use your publicly stated strategic goals and show how CX can tie into those.”
3. What are some of the challenges that can come with getting CX buy-in? Because CX isn’t always seen as glamorous, it can be underappreciated. “Even if you’re excited about it, you’re still going to have to sell it,” Thum said. “There’s often a lack of resources and support, and you have to remember you’re going to win some battles and lose some. Even if your ideas aren’t adopted immediately, you’re still planting seeds.”

Don’t forget to sign up for next month’s CX CoP on May 5 at 4 p.m. ET, when we’ll be discussing the CX benefits of chatbots with Renee Murray, CPM, PMP, E-Government Program Lead, MS Department of Information Technology Services.