Posts Tagged: customer experience

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) has… 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, and… Read more »

Three Ways To Improve Federal Digital CX On A Shoestring

Have you read the results of the Government Business Council’s new “Digital Disconnect” survey? The results are fascinating, and I could go on for quite some time about them (just ask my dogs, who have been listening to me rant about the survey all morning). However, at the moment I will focus on the result… Read more »

Collaboration, Not Enforcement in New Zealand

Over the last few weeks, I’ve noticed increasing references to government agencies as enablers rather than enforcers or regulators. I think that this is a side effect of 2 ideas that are gaining acceptance: the shift in the public sector to focus on trust rather than compliance seeing the public sector as an inter-connected system… Read more »

Plan Your Summer Vacation Around Customer Experience

It’s finally here. That time of year when seemingly half of the federal workforce flees the city for a well-deserved vacation. It’s a magical time for those of us who stay behind: Less traffic shortens our commutes, the Starbuck’s and food truck lines are shorter, and fewer people at meetings means more decisions get made…. Read more »

Guerrilla CX For Government

Federal customer experience (CX) professionals are trying to wage a conventional war against bad CX. But they usually don’t have the budget, personnel, or authorities they need to win big, decisive battles. That’s why federal CX pros should consider changing their approach and use some proven CX guerrilla tactics instead. To make the most of… Read more »

The OPM Hack Is Bad News For Federal Customer Experience Efforts

It’s been a rough nine months for federal cybersecurity. The huge Office of Personnel Management (OPM) hack is just the latest in a series of incidents that make people skeptical of Washington’s ability to protect their personal information. Since last fall, we’ve witnessed hacks of the: OPM. Last week’s cybersecurity failure at OPM wasn’t its first… Read more »

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 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 the… 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 supposed… Read more »