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 […]
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 […]
Let’s take a second to set the stage: you’re a service desk manager and you’ve hit a wall on how to solve a tough challenge. Your team has lost momentum and isn’t sure how to move forward. Don’t panic! Human-centered design techniques can help get your project back on track. Here are three HCD tactics […]
Like it or not, CX and security must be teammates if we want to modernize federal IT, improve citizen trust, and meet the goals outlined in the President’s Management Agenda. We recently hosted a webinar to explore the tumultuous marriage of security and CX and found some common ground and new lessons! (You can watch the replay […]
We all want the same thing when it comes to federal technology and modernization projects. We want our systems, tools, and products we use to be easy to use AND 100% safe. Yet, when it comes to making that happen it can feel like it must be one or the other. Either your system is […]
NuAxis Innovations has committed to helping their federal customers fulfill their agency mission with increased ease and efficiency by improving their Customer Experience. The journey began with the goal of creating a capability which infuses CX into every aspect of how NuAxis solves its customers’ problems. Once this capability was established, we socialized a process […]
As we are preparing to do a company-wide event called “CXtravaganza”, a colleague asked why CX matters. Here is what our Director of CX, Amanda Chavez, had to say.