The Secret Behind Successful Transformation: Human-Centered Design
What enabled governments to respond to customer needs quickly while navigating the COVID-19 pandemic: human centered design.
Posts Tagged: customer experience
CX Starts with Hello: We Can’t Build Trust Without Communicating
Government has been slow to embrace the power of communication in its CX efforts. This must change. If the government wants to build trust through CX, it must start with communication. Anything less will fall short of the mark.
Employees Are Customers Too
The President’s Management Agenda (PMA) is largely focused on the experience people have with government. There is one goal to strengthen and empower the Federal workforce and another focused on delivering excellent, equitable, and secure Federal services and customer experience. These two goals are closely linked as the better experience employees have, the better service… Read more »
What the 988 Suicide and Crisis Lifeline can learn from Federal CX
While it feels uncomfortable to use the term “customer” for those seeking mental and emotional health care, the public sector customer experience lessons remain valid, and should be implemented in suicide prevention program design.
To Better Serve Citizens During Life Events, The Public Sector Must Improve Cross-Agency CX: Part 2
Here’s how to improve customer experiences through more thoughtful use of technology and cross collaboration.
To Better Serve Citizens During Life Events, the Public Sector Must Improve Cross-Agency CX: Part 1
Why is federal customer experience so hard?
Cultivating a CX Coalition in Government
You cannot drive change alone — or from within a silo. Great change takes great people aligned to a common vision. As you spread customer experience (CX) management practices in government, consider these three approaches to bring others along.
Aim for the “X”
Agencies often suffer from low approval ratings, lower than the private sector. So how can even behemoth agencies reinvent themselves? Paying more attention to experience management (XM) is a great start.
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.
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.