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 […]
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 […]
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 […]
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 […]
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 […]
3 Quick Human-Centered Design Tactics to Get Your Project Unstuck
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 […]
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 […]
Evolution of the Help Desk
The help desk can be traced back to the early days of computing when businesses began to rely on technology to automate their operations. As computer systems grew more complex, it became necessary to have a dedicated team of information technology (IT) professionals to manage and support them. The first help desks were staffed by […]
How to Adapt and Improve Customer Service in a Post-COVID World
While I’d like to think all aspects of the pandemic are behind us, the truth is that the operational world we knew before COVID-19 is unlikely to return any time soon. Most of the workforce is remote or hybrid and corporations are downsizing their office needs. However, the demand for support continues to grow, and […]
The Link Between Customer Experience and Employee Experience
Last week, NuAxis attended the ACT-IAC CX Summit 2022 and, wow! What an inspiring event full of energy and ideas that focused on putting people—and citizens—first. During the morning session, we saw a pattern emerging in the various panels and Q&A sessions: how can you deliver Customer Experience (CX) without first creating a culture of […]
