October 21, 2025
September 17, 2025
May 21, 2025
April 29, 2025
March 20, 2025
February 20, 2025
October 23, 2024
April 24, 2024
March 13, 2024
November 8, 2023
October 11, 2023
Executive Order 14338, America by Design, directs federal agencies to make customer experience and human-centered design core priorities in how government services are built and delivered. This October, the GovCX Collective convened CX and design leaders to unpack the order, and what it means for the future of service delivery.
Panelists Savan Kong (Former Department of Defense experience leader), Leanna Miller (Mo Studio and former White House advisor), and Tanya Flagg (NuAxis) explored how this new focus on human-centered design can help agencies deliver measurable, meaningful change.
The discussion was a powerful reminder that CX is more than just a process, it’s how government feels to the people it serves.
The Collective launched its fall series on September 17 at the NuAxis headquarters in Tysons Corner. In partnership with our co-hosts from Tyler Technologies, we brought together leaders from across federal, state, and local government to discuss the policies and technologies reshaping permitting and licensing.
NuAxis Chief Innovation Officer Gundeep Ahluwalia opened the session with an in-depth look at the challenges and opportunities facing permitting agencies today. Vivek Mehta, Vice President and General Manager at Tyler Technologies, followed with case studies and live demonstrations showing how modern technology can transform citizen services.
The event concluded with a preview of NuAxis’ AI-powered smart agent proof of concept developed for the U.S. Fish and Wildlife Service (FWS), showcasing how intelligent automation can simplify processes and deliver better outcomes for citizens.
Developers play a crucial role in shaping the digital customer experience, yet many aren’t equipped with CX best practices. The same goes for CX pros working on technology intensive projects. This month’s GovCX Collective session explored how developers and CX specialists can work together to integrate accessibility, compliance, and usability into their research, daily practices, and code. The team reviewed websites and engaged in lively discussions about improving site navigation and search functionality to optimizing mobile experiences and digital employee tools. We hope to continue this conversation and continue to bridge the gap between devs and CX teams to help create automation strategies and digital tools that work for everyone.
This month, we teamed up with Nexthink and industry leaders for a dynamic panel on efficiencies gained through better digital experiences. Panelists highlighted DEX as a game-changer, shaping daily productivity, engagement, and mission outcomes. They emphasized shifting from outdated IT metrics to Experience Level Agreements (XLAs), focusing on real impact over technical outputs. The discussion stressed co-creation, ensuring employees help shape the tools they use, and tackled challenges like balancing tech with human-centered change. The key takeaway? Organizations that ignore DEX risk falling behind—those that prioritize it unlock higher efficiency, innovation, and long-term success.
This month, we teamed up with Federal CX leaders and our partners from Qualtrics for an interactive session focused on tackling challenges with Human-Centered Design (HCD) strategies. Attendees formed small groups, each assigned a real-world issue that government leaders face today, and worked through CX exercises to come up with possible solutions. This boot-camp-style session encouraged our members to dive into the “why” behind each problem statement, leaving them with actionable insights and fresh techniques to bring back to their teams.
Creating alignment is crucial, especially when launching a new customer experience (CX) program. Learning how to navigate organizational silos within teams or agencies is essential for gaining buy-in, fostering collaboration, and truly amplifying the customer’s voice in your product or service.
On September 18th, the Collective hosted a virtual panel of four government leaders to discuss how to break down silos when working to improve citizen experiences. The event included a live panel, followed by individual break out rooms for deeper discussions about the challenges of making CX work in Federal IT.
With more federal funding allocated to help agencies build trust and bring modern services to citizens, CX careers are on the rise! But how can practitioners plan for their career growth and trajectory as the discipline evolves across the federal landscape?
This May, the Collective hosted a highly interactive event to look at common personas in the CX career ladder, including up-and-comers, established leaders and coaches, and experienced team leaders who are returning to individual contributor roles. The event brought together long-time CX pros, Federal leaders, and new faces for lively conversations and learning.
Agencies across the Federal landscape are constantly trying to balance innovation with stability when integrating Customer Experience (CX) across IT Service Management (ITSM) components. Leaders are often left wondering what strategies they can use that will ensure new initiatives don’t disrupt ongoing services.
This April, the Collective welcomed Joshua Lehman from the FDA and Katrina MacDermid of HIT Global to explore the integration of CX and ITSM. In a lively discussion for a packed house, the panel touched on everything leaders need to know to foster a customer-centric approach to ITSM including development, cloud services, user interactions, and change management.
As CX programs find success in the federal space, there is a noticeable divide between the folks who make the plans and those who put them into action. With multiple disciplines like research, design, and UI/UX joining forces to build CX programs at agencies, many are asking: how can leaders ensure teams are aligned when developing citizen services?
This March, NuAxis and co-sponsor RIVA Solutions came together for an engaging panel with government and industry pros to share advice on how to sync up your strategic and execution teams for better results. The Collective heard from experts at the IRS, CFPB, Evernorth, and Capital One and walked away with actionable insights and expert advice.
Proving the value of CX beyond a federal mandate or a “nice-to-have” can be challenging. If you share the sentiment, know that you aren’t the only one and don’t have to overcome it alone – we’re better together!
With that in mind, our very own GovCX Collective and ASI Government hosted a workshop for “Capturing the Business Value of Customer Experience” at our Tysons HQ. We covered how to use HCD to capture and communicate the value that we know exists with those who aren’t so sure.
We got a great group together in partnership with The Pulse of GovCon for an event packed with invaluable insights, tips, and tricks that answered questions about building a strong foundation for the proposal process.
People came for the conversation and stayed for the happy hour!
