Customer Service

Making Customer Satisfaction Data Actionable at the Peace Corps

Jan 30, 2018 |

Learn how measuring customer experience helped inform and guide website development at Peace Corps Read »

Making Customer Satisfaction Data Actionable at the Peace Corps

Government Launches Login.Gov to Simplify Access to Public Services

Aug 28, 2017 | ,

Joel Minton, a member of the U.S. Digital Service, is working with GSA’s Technology Transformation Service as the director of login.gov. Tom Mills is the Chief Technology Architect at U.S. Customs and Border Protection. In early April, the U.S. Digital Service and 18F launched login.gov, a single sign-on solution for government websites that will enable Read »

Government Launches Login.Gov to Simplify Access to Public Services

The Data Briefing: Ten Years of Digital Transformation—Lessons Learned

Jul 26, 2017 |

Since 2007, a major consulting firm has conducted an annual survey on organizations’ “Digital IQ.” In the ten years of organizations grappling with digital transformation, what has been learned? Read »

The Data Briefing: Ten Years of Digital Transformation—Lessons Learned

Build Your Audience by Hosting a Twitter Chat

May 1, 2017 |

Twitter is more than just a platform for sharing news and updates: it can be a tool for directly communicating with your community and understanding what is important to them. One way you can connect with your Twitter audience is by hosting a Twitter Chat. They can be a good way to discuss key topics, Read »

The Data Briefing: Help Predict the Future of Federal Government Data

Oct 26, 2016 |

In December, I plan to write two postings detailing a scenario analysis for the next ten years of the Federal government’s data technologies. Governments are on the cusp of amazing technological advances propelled by artificial intelligence, blockchain technologies, and the Internet of Things. Also, governments will face new challenges such as the recent global cyber Read »

CX Day In Government: How We All Shape The Customer Journey

Oct 7, 2016 |

During National Customer Service Week, it’s a great time for organizations across industry and government to celebrate putting customers at the center of our work and to think about what we can do to improve our customers’ end-to-end experiences. When you think this big, it can be a little daunting, but the good news is Read »

Voices of Veterans: Introducing Personas to Better Understand Our Customers

Sep 29, 2016 |

Understanding our Veterans and their unique needs and experiences is at the heart of creating a more Veteran-centered VA. By listening to their voices and the stories they share, we can design services and experiences that meet the needs of Veterans. Taking a step towards a deeper understanding of our Veterans, in the fall of Read »

Social Security Joins The Hispanic Heritage Month Celebration

Sep 16, 2016 |

Social Security joins you and your family in celebrating Hispanic Heritage Month, which runs from September 15 to October 15. We know the contributions of Hispanics can be traced to before the origins of the United States with the discovery, exploration, and naming of many places in our nation, such as state names like California, Read »

Creative Usability Test Methods—or My Brief Career as a Robot Voice

Aug 31, 2016 |

When you want to do a usability test, sometimes you have to step out of your comfort zone and get creative to get the job done. That’s just what happened to us. We’re well practiced at usability testing at USAGov—in person, remote, hallway tests, first-click tests—all of these things we manage without blinking an eye. Read »

Did We Do a Good Job? The Answer Is in Customers’ Business Outcomes

Aug 12, 2016 |

Earlier this week, I shared with my colleagues at EXIM the results of our 2016 export credit insurance customer survey. This is the third consecutive year that our largest customer segment has been asked to share their feedback with us. We appreciate knowing, through our customers’ eyes, how we are doing on our agency’s strategic Read »

What’s All The Fuss Around Customer Experience?

Jul 29, 2016 |

Have you been hearing the terms “Customer Experience” or “CX” a lot lately? Maybe you’re wondering how they relate to customer service, or maybe you want to learn more about CX and how it can help your customers. Whether you directly interact with customers, support front line employees, or manage program operations, your work has Read »

The Data Briefing: I, For One, Welcome Our New Chatbot Blockchain Digital Autonomous Organizations

Jul 6, 2016 |

It is at the intersections of fields where you find the most fascinating and innovative concepts. Recently, a conference on “Open Human Resources and the Cognitive Era” explored the use of chatbots and blockchain technologies in human resources. Human Resources (HR) is quietly undergoing a revolution as many HR practitioners are transforming HR by using Read »

Our CX Recipe for Success: Complete with Ingredient List and Substitutions!

May 31, 2016 |

If you were to spend any time with me in the kitchen, you would often find me searching out substitutions for ingredients that I don’t have on hand or have to drive 100 miles to find. I don’t want to abandon the recipe, so I substitute instead. I find that in the world of internal Read »

The Data Briefing: Chatbots and the Rise of Conversational Commerce and Citizen Experience

Apr 20, 2016 |

Ten months ago, I wrote about the rise of the post-app world in which mobile personal assistants would do the work of five to 10 apps combined. These mobile personal assistants, now known as chatbots, would work through conversational interfaces (voice and instant messaging, for example). The idea is to build more natural interfaces for people Read »

CX Community—Year One

Dec 30, 2015 |

Customer experience, or CX, is everywhere these days. Companies tout how they’re improving the customer experience with faster service, greater convenience or better products. If you’re wondering how customer “experience” differs from customer “service,” customer service usually involves a single interaction, such as a phone call to your cable company, while the customer experience encompasses Read »