Managing Digital

Bringing it all together: Governance, Strategy & Policy, Contact Centers

Three of the Greatest Books for Customer Experience (That Aren’t about Customer Experience)

Three of the Greatest Books for Customer Experience (That Aren’t about Customer Experience)

Dennis Snow and Jeanne Bliss have always been the customer experience (CX) authorities in my mind. Dennis’s Lessons from the Mouse and Jeanne’s Chief Customer Officer were two of the first books I read that described what the practice of customer experience looked like in the halls of Fortune 500 companies like Lands End and Microsoft, […]

Read More →Three of the Greatest Books for Customer Experience (That Aren’t about Customer Experience)

Read More →Three of the Greatest Books for Customer Experience (That Aren’t about Customer Experience)

StudentAid.gov: Using Data to Empower Borrowers

StudentAid.gov: Using Data to Empower Borrowers

It’s been a while, but in previous posts, I described what we’ve learned from operating StudentAid.gov, the U.S. Department of Education’s Office of Federal Student Aid website created to educate students and borrowers about the federal student aid programs and process and help them make informed decisions about financing college and career school. We first […]

Read More →StudentAid.gov: Using Data to Empower Borrowers

Read More →StudentAid.gov: Using Data to Empower Borrowers

5 Crucial Steps for Conducting an Effective Customer Interview

5 Crucial Steps for Conducting an Effective Customer Interview

When focusing on customer experience, we all know that we need to truly understand our customer if we expect to provide them with an enjoyable experience. In an effort to do so, organizations often jump right to a survey to identify their customers’ needs and wants. While surveys are a great first step to understanding […]

Read More →5 Crucial Steps for Conducting an Effective Customer Interview

Read More →5 Crucial Steps for Conducting an Effective Customer Interview

DigitalGov Citizen Services Summit 2015: Open Innovation and Collaboration

DigitalGov Citizen Services Summit 2015: Open Innovation and Collaboration

Digital innovators from across government were asked to think of technology as digital service for their country at today’s DigitalGov Citizen Services Summit. The theme of this year’s Summit was “open.” The agenda was packed with presentations about how “opening” data, content, contracts and talent makes digital citizen services better, more effective or even cheaper.  A […]

Read More →DigitalGov Citizen Services Summit 2015: Open Innovation and Collaboration

Read More →DigitalGov Citizen Services Summit 2015: Open Innovation and Collaboration

Top 5 Ways to Increase Email Survey Responses

Top 5 Ways to Increase Email Survey Responses

Surveys are a great way to gain valuable insight into your customers’ true interests and needs. With the abundant number of survey tools available, it’s almost too easy to quickly put together a survey and send it out to your target audience. All too often, organizations will be in a hurry to get their survey […]

Read More →Top 5 Ways to Increase Email Survey Responses

Read More →Top 5 Ways to Increase Email Survey Responses

Government Services Through a Life Events Approach

Government Services Through a Life Events Approach

The federal government is increasingly focused on designing and delivering citizen-centered services with enhanced experiences that deliver value to customers. These ideals are established in the Presidential Management Agenda Customer Service Cross-Agency Priority Goal, the Digital Government Strategy, and various open government activities. Designing services to be responsive to be life events that drive public […]

Read More →Government Services Through a Life Events Approach

Read More →Government Services Through a Life Events Approach

Three Ways to Evolve Your Agency’s Customer Mindset

Three Ways to Evolve Your Agency’s Customer Mindset

Customer experience (CX) improvement projects come in many forms, but evolving an agency’s entire mindset to be customer-focused requires far more in the way of commitment, time, staff and organizational patience. As the senior CX lead for a U.S. government agency and an advisory committee member to the President’s Cross-Agency Priority (CAP) goal on customer […]

Read More →Three Ways to Evolve Your Agency’s Customer Mindset

Read More →Three Ways to Evolve Your Agency’s Customer Mindset

Sites Shares Its Path to Improve the Customer Experience

Sites Shares Its Path to Improve the Customer Experience

As the product manager of Sites, my job is to make sure that our service delivers what we offer: provide an easy, fast and cost‐effective solution for federal agencies that want to create a secure government website to reach the public. With 40 websites that are currently live or in active development, our program is […]

Read More →Sites Shares Its Path to Improve the Customer Experience

Read More →Sites Shares Its Path to Improve the Customer Experience

Customer Experience Roundup 2015

Customer Experience Roundup 2015

This month, our round up focuses on customer experience (CX). As I was rounding up the CX events and articles we’ve shared on DigitalGov over the past year, I realized that CX touches all of the work we do. From Web to mobile to contact centers and social media, we need to not only be […]

Read More →Customer Experience Roundup 2015

Read More →Customer Experience Roundup 2015

Customer Experience and User Experience Professionals – A Match Made in Heaven!

Customer Experience and User Experience Professionals – A Match Made in Heaven!

Recently, Forrester Research analyst Leah Buley wrote a blog post and report that reminded me of our “what’s the diff?” article on customer experience vs. user experience. In them, she describes the difference between customer experience professionals (CX) and user experience professionals (UX). A Forrester survey found that about 40% of the time, CX and UX are […]

Read More →Customer Experience and User Experience Professionals – A Match Made in Heaven!

Read More →Customer Experience and User Experience Professionals – A Match Made in Heaven!

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