Federal CX 2.0: Aligning CX Strategy and Implementation Teams: Lessons Learned from GovCX Collective
A jam-packed room brought insightful discussion and solutions as part of March’s GovCX Collective powered by NuAxis event, co-hosted RIVA Solutions, Inc. The topic, Federal CX 2.0: Aligning your CX strategy and implementation teams focused on driving impact in customer experience, human-centered design, and user experience. Some of the key takeaways included: CX Must Have […]
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 […]
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 […]
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 […]
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. […]
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 […]
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, […]