Assess the appetite for CX on your team or within your agency.
Identify promoters and detractors.
Determine whose buy-in you need most.
Co-create CX standards with leadership.
Set the vision for your CX program.
Prioritize initiatives to pilot.
Develop personas and journey maps.
Review current efforts and funding based on data from personas and journey maps.
Choose a pilot that solves a big issue.
Create and execute a roadshow with leadership.
Pilot a training or get funding for contract support.
You’ll know you’ve succeeded in the Start Phase if you have:
Improved Metrics
Adopted Solutions
Positive Feedback
Improved Efficiencies
Additional Executive
Buy-in
Learn more about the SOS Framework.
Integrate CX into your agency’s strategic plan through vision and initiatives.
Develop a formal strategy and additional pilots.
Develop a scaling strategy.
Set agency-wide CX goals.
Establish CX standards for services, digital experiences, and staff experiences.
Gather quantitative and qualitative data from staff and customers.
Build a voice of the customer program.
Conduct additional pilots.
Identify key CX strategy elements.
Use experiential and operational data to inform where you need to measure progress.
Conduct a roadshow to showcase successes.
Share progress across the agency to promote a culture shift.
Highlight organizational impact.
Implement change strategies including incentives and performance appraisals.
Build out training program.
Mobilize the performance management framework.
Identify skill gaps.
You’ll know you’ve succeeded in the Operationalize Phase when you have:
Culture shift to embrace CX
Measurable progress with pilots
A good pool of data
Engaged executive sponsorship
Funding allocated
Socialized CX goals across the agency
Learn more about the SOS Framework.
You’ve demonstrated CX’s value and are ready to scale across the agency, leveraging proven success stories and strong support. This phase includes:
Create an agency-wide CX strategy, considering the resources you will need (e.g. human capital, funding etc.).
Develops 1-year, 3-year, 5-year and 10-year plans with specific CX goals.
Integrate CX into strategic planning, budgeting, and job descriptions.
Assign executive sponsors to champion each initiative.
Scale a robust VoC program for all major programs.
Collect feedback at all customer interactions across multiple channels.
Improve Federal Employee Viewpoint Survey (FEVS) scores.
Create detailed roadmaps with milestones, resources, and funding for each initiative.
Ensure all touchpoints are inclusive and digital-first.
Use plain language for all content to enhance accessibility.
Develop an employee experience program connecting CX to rewards and recognition.
Implement a feedback loop for progress reporting to OMB.
Focus on continuous improvement with operational and experiential metrics.
Use data to refine CX strategy.
Obtain a complete, data-driven picture of the customer experience.
Establish marketing and branding teams.
Communicate successes and recognize contributors internally.
Share case stories to publicly recognize employees.
Conduct an annual agency-wide progress roadshow.
Ensure 75% of the organization is CX-trained.
Foster a customer-first mindset at all levels, with empathy-driven initiatives.
Link CX expectations to performance metrics.
You’ll know you’ve succeeded in the Scale Phase when you have:
Clear, achievable CX goals set to enhance mission delivery
Trust is measured and increased
Metrics for OMB that you can use to make operational and experiential improvements
Increased FEVs scores
Multiple case studies showing CX success
CX is integrated into performance standards
Consistent line items for CX in the budget
Learn more about the SOS Framework.
Ready to get going? Schedule a one-hour CX demo where we will help you begin crafting a CX approach tailored specifically to your agency or organization!
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