Customer Experience

Resources on Customer Experience

OMB Circular A-11 Section 280: Managing Customer Experience and Improving Service Delivery —Guidance on how to measure customer experience, including questions on satisfaction and confidence/trust in section 280.7
Guide to the Paperwork Reduction Act —A plain language guide which answers the most common questions to the PRA
Tips for Starting Your Customer Experience Journey —Low-cost, low-lift actions that any federal employee can take to improve customer experience.
Customer Experience Toolkit —Customer Experience (CX) is defined as the sum of all experiences a customer has with your organization. Since government is often a …
Contact Center Technologies —A contact center is supported by many technologies designed to enhance the customer experience, improve the operating and management …
Contact Center Guidelines —Contact Centers are becoming the hub for federal agencies to gather valuable, decision-making data to meet their missions. The Contact …

Join a Community of Practice

Customer Experience —We are an interagency group of customer experience practitioners.
Customer Experience —We are an interagency group of customer experience practitioners.

News and Events on Customer Experience

129 posts

Marketing

Five Insider Secrets to Engaging Emails

During Federal Social Media Week we shared how email can be a powerful tool in your customer experience toolbox.

Victoria Wales

Peter Lenentine

Gabrielle Perret

Feb 26, 2021

Video

How Chatbots Can Improve Customer Experience

Chatbots are a must-have in our customer experience strategy.

Ammie Farraj Feijoo

Abraham Marinez

Marietta Jelks

Feb 23, 2021

Call for Participation: 2021 Government UX Summit

We are looking for speakers to share their experiences as UX practitioners in government.

Jean Fox

Feb 08, 2021

USWDS

USWDS Monthly Call - January 2021

Learn how journey maps and service blueprints help teams better understand how people really use our sites and services to do what they need to do.

Dan Williams

Norah Maki

Jan 21, 2021

Customer Experience

Federal Student Aid’s New Virtual Assistant Offers Model for Improved Customer Service in Government

Aidan, Federal Student Aid’s new virtual assistant, gives customers instant responses to questions about financial aid, loan balances, repayment plans, where to find pages on StudentAid.gov, how to identify their loan servicers, and more, without having to contact a call center.

Abraham Marinez

Dec 07, 2020

316 views

Multilingual

Practical Tips for Accessible Content and Multilingual Websites

In this talk, we’ll focus on content creation and how accessibility supports multilingual work.

Willa Armstrong

Laura Godfrey

Wendy A F G Stengel

Dec 03, 2020

USPS

Customer Experience & Continuous Improvement: The USPS Digital Approach

This presentation lays out USPS.com’s continuous improvement approach and how it combines analytics and customer feedback with iterative heuristic reviews, design, and usability testing to monitor, improve, and evolve the USPS.com CX.

Jeff Pass

Alexander Turgeon

Matt Petrowski

Nov 12, 2020

Metrics

Zero Pageviews Is Your Goal: Finding Problem Pages with Website Analytics

Improve customer experience by turning your website analytics upside down to track the numbers for pages you DON’T want visitors to see.

David Kaufmann

Oct 27, 2020

256 views

Customer Experience

6 Ways Government Innovators Are Building Stronger Public Services

Learn how federal agencies are using AI, data, cloud computing, customer experience, and the TTS tech stack to improve civic resources for all Americans.