A NASA CX Expert’s Tips for Measuring What Matters
During the recent CX Community of Practice webinar, Margeaux Akazawa at NASA shared what agencies can use to evaluate CX success.
Posts Tagged: CX
How Your CX Can Better Support Underserved Communities
Many government communication and service delivery plans assume that constituents have easy access to online resources and can comfortably work with digital tools. But that’s not always the case. Challenges range from access barriers (bandwidth, devices) and comprehension barriers (language, ease of use) to trust and safety. During our CX Community of Practice Session onRead… Read more »
How Can Your Digital Experience Support Crisis Response?
When emergencies strike, your constituents turn to government websites, apps, and digital services for fast, clear, and reliable information. Can your current digital experience support a robust crisis response? During our latest CX Community of Practice, we welcomed Jamie Biglow, Project Manager, Safety Security Division, CNA Corporation, to discuss practical ways to strengthen your crisisRead… Read more »
Do You Know What Makes a Good Question?
Writing questions is more difficult than you may think. They carry context, tone (if spoken), assumptions, and bias — but they’re also a critical way of gathering feedback. Let’s discuss several ways that questions make assumptions and how to avoid those suppositions when asking for input.
What Plain Language Is, and Why We Need It
Agencies communicate effectively when they use plain language — simple, clear writing rather than fancy words and over-long sentences. Here are tips on writing so your target audience understands.
Understanding Your Constituents’ Digital Experience
To make meaningful improvements to your agency’s digital experience, you need a clear understanding of your customers’ needs and pain points. During our most recent CX Community of Practice, we met with Louise Schenk, Customer Experience Manager, State of Utah, to discuss ways you can uncover and meet your constituents’ real needs and modernize to transform yourRead… Read more »
Every Project Needs a Plan
Good CX isn’t about having a well-staffed CX office: It’s having CX inform every organizational decision. CX needs to be a priority — and a core capability — in all departments.
CX Innovation: Reminder Text Messages Make a Difference
People often learn they’ve lost access to social services benefits when they try to access them and fail. An innovative Louisiana program helps change that by sending text message reminders about deadlines, submission requirements, and other concerns.
What’s Next for CX?
When citizens have positive, efficient interactions with government services, it fosters transparency and confidence in public institutions. By prioritizing customer experience (CX), agencies can reduce frustration, improve accessibility, and ensure that services meet the needs of diverse communities. During this month’s CX Community of Practice, we invited Marisa Mellema, Senior Manager, Digital Experience Team, KingRead… Read more »
The Future of AI and CX
AI has impacted almost every facet of government services, with customer experience being no exception. In fact, agencies now have a prime opportunity to elevate CX. So, what does an AI-powered CX strategy look like? During the latest CX Community of Practice, Angy Peterson, Vice President of the Granicus Experience Group, offered insights into theRead… Read more »