Posts Tagged: customer experience

Federal Agencies Must Treat Customer Experience As A Business Discipline

By now we all know that federal customer experience (CX) is disastrously weak, and that improving it will boost both agency operations and the health of the political system. We’ve also seen some pockets of hope popping up, as I predicted a few months ago. For instance: The Department of Education’s new portal is complete,Read… Read more »

How Governments Can Improve Everyone’s Customer Experience

I spend a lot of time talking about the poor quality of federal customer experience (CX) and the effects it has on the public. I’ve already talked about how federal agencies averaged the lowest score in Forrester’s CX Index. In fact, most of the worst performers in any industry were federal agencies and even theRead… Read more »

What Links Customer Experience And Innovation? The Right Question

Chris Dorobek’s March 18, 2015 program, “The Lowdown on Digital Services,” didn’t focus on innovation, but his guests’ ideas were all about it. Martha Doris, Rick Parrish, and Hannah Moss described Federal Government efforts to improve customer experience. Their comments about value as the point of a good customer experience are what innovation is supposedRead… Read more »

Getting Cozy With The Customer

The government has one of the biggest customer bases – the whole United States. Digital services are being used increasingly to enhance the citizen experience for government functions. GovLoop’s recently released guide, “The Future of Digital Services: Five Trends Transforming Government” gives readers the inside scoop on the customer-facing digital world. Listen to the ArchiveRead… Read more »

Reviewing Government Customer Service

Usually, when we hear the word ‘customer’, we think of patrons of for-profit businesses that provide services, ranging from Walmart, to small local coffee shops, all the way to Bain & Co. However, the U.S. government has customers as well – they’re just not often referred to as customers, because they compromise the whole population.Read… Read more »

Empowered Citizens Drive Change

By Jennifer Belissent, Ph.D., Forrester Research When I was in high school – and admittedly that was quite a while ago – my neighbor quit his job as an insurance salesman to go into the car phone business.  My mother couldn’t understand why someone would give up a good, stable job to sell something thatRead… Read more »

How Much Would You Tip the Government?

Pollution. Poverty. Health. Infrastructure. These are just a few of the extraordinary challenges government face today. With increased citizens demands, coupled with decreased public resources, government is often placed in a very difficult position to adequately meet the needs of its diverse array of citizens. Throw Congressional gridlock into the mix and you have aRead… Read more »

Using Mobile to Optimize the Customer Experience with “The Changing Face of Customer Service” Panel

On April 25th 2013, GovLoop and Oracle hosted an event called, “The Changing Face of Customer Service” that brought together professionals on the topic of customer experience. After several insightful presentations, the event closed with a panel featuring a variety of customer service experts: Scott Frendt, Vice President, Public Sector CRM Solutions, Oracle Abraham Marinez,Read… Read more »