Lessons Learned from the GovCX Collective: Implementing M-23-22 for Better Digital Experiences
As the year ends, agencies across the federal government are reflecting on their progress in implementing the Office of Management and Budget’s M-23-22 guidance for digital experiences. This pivotal directive issued in September 2023 aims to improve the public’s interactions with government services by emphasizing accessibility, usability, and customer-focused design. The GovCX Collective, in partnership with Riva […]
Breaking Down Silos: Lessons from the GovCX Collective
CX professionals agree that building consensus is critical – especially when you are starting up a new CX program. Figuring out how to work within the natural organizational silos that exist in every team or agency is important to get buy-in, collaborate effectively, and give your customers a true voice in your product or service. […]
Building Your CX Career: Lessons Learned from the GovCX Collective
Careers in Customer Experience (CX) have surged in recent years, as organizations increasingly recognize the direct impact of CX investments on building trust, differentiating products, and boosting sales and engagement. In the federal sector, agencies are seeing budget increases for CX initiatives and a growing need to integrate core CX competencies like strategy, accessibility, UI/UX, […]
How To Automate Part of Your CX Journey
Automation is a hot topic in customer experience (CX) because it enables government and businesses to operate with greater efficiency, personalization, and proactive responsiveness. To explore strategies for automating CX and its impacts, I sat down with Rich Zanatta, VP of Operations and Chief Technology Officer at NuAxis. Rich, thanks for chatting with me today! […]
3 Ways To Get the Most Out of Your CX Efforts from the Start
At NuAxis we often say that implementing the perfect customer experience (CX) strategy alone is not a guarantee your work will be well-received. That’s because extracting value from CX initiatives goes beyond simply executing the work well—it requires laying the right foundation for these initiatives at the start of your projects. Below we offer some […]
Navigating Trauma in CX Research: Lessons Learned from the GovCX Collective
Addressing trauma in CX work is a challenging topic. CX in the government space often focuses on improving services for vulnerable or marginalized groups who have experienced traumatic events. These kinds of services are life-essential and require both practitioners and beneficiaries to broach sensitive topics to make vital improvements. In the first event of 2024, the […]
Interviewing Up and Coming CX Leaders: Augusto Cangahuala
I’m excited about this series because we’ll be highlighting practitioners and leaders who are emerging, rising stars. It’s important to give the individual a platform. Because of larger teams and politics at play, they don’t always have the opportunity to share their stories. First up is Augusto Cangahuala, Customer Experience Program Manager at the U.S. […]
Lessons from GovCX Collective: Reaching Underserved Populations
Reaching underserved populations in government isn’t just about checking boxes; it’s about building trust, breaking down barriers, and actively involving these communities in decision-making processes. During our inaugural GovCX Collective event, Reaching Underserved Populations, we hosted an amazing panel of empathetic experts: Jennifer A. Crewalk, Ph.D., April Harding, Diem Mooney, Ph.D., and Stephanie Wade. They shared their experiences, insights, […]
What Is CX Data (And Why Does It Matter)?
In the CX world, we often find ourselves surrounded by positive-minded people who prioritize improving the human experience and tend to deprioritize data. At the same time, however, funding and stakeholder buy-in is crucial, and numbers play a significant role in the federal space. This is where CX data comes in to help us validate […]
Girl With the Stickies: How to Advocate for CX When No One Cares
Anytime you’re forging a path towards the new, it’s a roller coaster. When starting my customer experience (CX) journey over a decade ago, one of my low points came when a senior member of management referred to me as “the girl with the stickies” because of my design research and prototype drawings posted all over […]
