Elevating Federal Agency Digital Experience (DEX) to Enhance Citizen Digital Experience (CDX)
Leveraging Nexthink for Seamless Progress The quality of the digital services that federal agencies offer to the American people depends on how well they manage their own digital experiences internally. Improving Employee Digital Experience (DEX) within federal agencies is not only about working more efficiently; it’s also about affecting Citizen Digital Experience (DX) and, as […]
Have You Humanized Your Service Desk?
Robotic Process Automation (RPA), artificial intelligence, advanced tools for call processing – the technology parade seems to be never-ending. Each of these features have enhanced our ability to improve service delivery and customer experience at the service desk. In some respect, advancements in technology have enabled service desks to answer more calls and improve metrics […]
Unraveling the Differences Between the Digital Experience and the Digital Employee Experience
Are You Confused About the Difference? Let’s Break It Down! In the ever-evolving digital landscape, two key concepts often find themselves entangled in the web of technological jargon: Digital Experience (DX) and Digital Employee Experience (DEX). If you’ve ever found yourself scratching your head, wondering about the distinctions, fear not! In this blog, we’ll demystify […]
Predictive and Proactive: Moving Beyond Shift Left with MakNuAx
MakNuAx is an SBA-approved joint venture between SBA mentor-protégé firms NuAxis and Makpar. We work together to offer Federal agencies full-spectrum services for IT modernization. Our work is proven with award-winning experience and a strong partnership built on integrity and trust. MakNuax is an 8(a)/WOSB/EDWOSB certified company. Empowering Organizations with Predictive Analytics, AI, and Advanced […]
What “Shift Left” Means & Why Should You Care
The first time I heard the term “shift left,” I immediately took to my favorite search engine to explore and understand the full meaning behind this concept. It didn’t take long to pinpoint its value for the service desk and its customers. For the uninformed, shift left entails moving information or knowledge from the upper […]
Three Reasons Automation Fails
The best part of being in the world of technology is change! We get to see changes in the technology stack almost daily, many of which improve operations and service delivery. One of the more dominant trends right now is the usage of automation and while it may seem new, the tech industry has been […]
Enhancing Government Data Categorization With Human-Centered Design
One major challenge government agencies face is managing and categorizing vast amounts of data effectively. Accurate data categorization is crucial for efficient information retrieval, policy development, decision-making, and public service delivery. When tackling this challenge, government agencies can benefit from incorporating human-centered design (HCD) principles into their data categorization processes. HCD focuses on understanding user […]
Embracing Enterprise Experience Management
No matter what business vertical your organization resides in, customer support continues to be a driving force for continued success. Three to five years ago, I would have been rallying organizations to move towards Enterprise Service Management (ESM) as the go-to approach for managing internal services and processes. However, today’s demanding digital environment calls for […]
Human-Centered Design and DevSecOps: The Perfect Partnership
In today’s fast-changing digital world, agencies must adopt innovative approaches to reduce costs while ensuring secure software development. Our team at NuAxis has combined human-centered design (HCD) and DevSecOps to support the growing demand for secure and customer accepted applications and services. When these two approaches are combined, they create a powerful collaboration that can […]
How Human-Centered Design Can Help the Help Desk
The operational components of the help desk are far from trivial. Agents and management teams are not only responsible for resolving customer issues, but also improving operations and service delivery. The group must understand their customer’s touchpoint and pain points, as well as their individual and collective needs. Digging deep into the customer’s needs requires […]
