Don’t Let Complexity Trip Up the Customer Experience
Agencies need to take an approach that both standardizes good CX pracices and supports continuous improvement.
Posts Tagged: CX
CX Is More Than a Role, It’s a Mindset
More important than customer experience jobs in gov are the individuals who occupy those roles, their self-awareness and leadership support.
Why Service Design and DesignOps Are Key for a New EO
Service design and DesignOps are two practices that can help agencies align with President Joe Biden’s recent executive order (EO) aimed at improving the federal government’s customer experience (CX).
The 3 Government Experiences that Matter Most
Agencies need to transform the customer experience (CX), employee experience (EX) and technology that they have to imitate the private sector.
Two Communities Embrace Digital-First Mentalities
Using cloud computing’s on-demand, decentralized capabilities, the Content Cloud enables agencies to create, govern and share their content digitally.
Motor Vehicle Services in The Palm of Floridians’ Hands
MyFlorida is an innovative, digital reimagining of how constituents interact with local driver license and motor vehicle service centers.
How to Get Chatbots Up and Running
In today’s digital age, people are not only comfortable with online self-service options such as chatbots, they expect them.
Tackle the Public’s Rising Customer Experience Demands
The public expects private-sector businesses to serve them continuously and digitally and, increasingly, they expect the same in the public sector.
How the VA Gained Veterans’ Trust
When the VEO was established in 2015, the ultimate goal was to listen to veterans’ voices. The office strategically deployed core CX capabilities.
A Core Discipline to Build Public Trust: Customer Experience
A challenge for agencies in this increasingly digital world is the ability to understand the human experience of accessing services and benefits. “Government cannot treat us like humans if they don’t understand our experiences.”