customer experience (CX)

OMB restores data-driven goal setting requirements that Trump nixed

by • 3 weeks ago

The performance improvement and service delivery framework was eliminated right before Trump left office despite agencies' unanimous support.

CIOs are working with CXOs more, but still largely in an advisory role

by • 2 months ago

The Office of Federal Student Aid is working on upgrading IT and improving CX simultaneously, but CX teams remain relatively new.

White House adviser floats idea of CXOs at agencies

by • 5 months ago

CIOs largely oversee digital user experience currently, but that could change, says Matt Lira, if agencies had customer experience officers (CXOs).

SSA awards Verizon $44M unified communication platform contract

by • 6 months ago

Verizon will converge three legacy systems to improve customer experience.

For Veterans Experience Office, sharing CX best practices is a ‘privilege and a duty’

by • 1 year ago

The office is looking to create a customer experience "institute" to share what it has learned with employees at the VA and across government.

USPS teams with Google Cloud for call center relief

by • 1 year ago

Increased delivery competition from new carrier services like Amazon has the postal agency reinventing itself, and customer experience is “one of the bigger pain points.”

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