Posts Tagged: customer experience

Paradigm Shift: Engaging Citizens as Customers

The more digital engagement becomes culturally ingrained, the more vital it becomes to providing good customer service. To better reach customers, companies are using digital technology to promote, deliver, and enable innovative services that reliably create positive experiences for their target audiences. Now it’s up to government to meet this new standard.

4 Ways to Convince Your Colleagues to Broaden Their Definition of Customer

Technology has made it easier and more efficient than ever to reach the public, so continue working with your colleagues to connect more people to their work through dissemination. Every day, go to work thinking about your customers and how you can do a better job on their behalf.

CX: Lessons from 2015 and Trends for 2016

Customer experience, or CX, has not always been associated with government, but this year government has taken some big steps towards improving its customer experience image. One of the reasons for the increase in government’s customer service mentality is the mandated cross-agency priority goals. 15 cross-agency priority goals were announced earlier this year with theRead… Read more »

Government Customer Service Isn’t Customer Experience

If you think government isn’t in the customer experience business, think again. Every American deals with government on a daily basis – whether you know it or not – which is why improving customer service is paramount. But the government still has a long way to go. The Forrester’s Customer Experience Index (CX Index) hasRead… Read more »

What’s Congress Doing To Affect Federal CX This Week?

Welcome to the second installment of this series on Congressional action that could impact federal customer experience (CX). As I said in my first post, the purpose of this series is to help federal CX advocates track bills that could impact federal CX. That way, we can suggest improvements, help good ideas become law, andRead… Read more »