How can we ensure that the voices of the public truly shape the policies that govern their lives? Engaging the public effectively in policymaking and planning is crucial for creating inclusive and representative policies. Fortunately, emerging digital tools enable agencies to reach a broader audience as well as gain more feedback and public engagement. DuringRead… Read more »
In this video interview, Angy Peterson of Granicus explores the possibilities that a digital-first communications strategy offers and its connection to positive CX.
AI isn’t just buzz — it’s powering faster, smarter public services. Here’s how agencies are making it real (and keeping it real).
When government employees feel valued and supported, they’re more likely to deliver a superior customer experience (CX). So even in times of disruption, it’s critical to prioritize the public sector’s employee experience (EX).
What can government agencies learn from pizza delivery? Data-driven decision-making, streamlined operations, and a focus on CX.
Journey maps are one of the most effective and perhaps underutilized ways of understanding what constituents experience and how best to serve them.
Many customer experience (CX) nerds in the public sector are wondering “What will happen to Biden’s CX Executive Order?” Here’s some context on how CX-related executive orders have played out in the past, and some hypotheses about what lies ahead.
In this video interview, Docusign’s Michael “M.J.” Jackson describes how a focus on omnichannel communications can result in higher constituent satisfaction and deliver improved outcomes.
Questions are not inherently neutral. They carry context, tone (if spoken), assumptions, and bias. If you’re working with customer (CX) or employee (EX) experience, asking questions is a necessary part of gathering feedback. Let’s discuss a couple of the ways that questions make assumptions and how to avoid them when collecting feedback.
Tips and takeaways from the experts on how to make the most of community surveys.