Customer Experience
Resources on Customer Experience
How to Present Like a Pro —Presenting and Instructing via Streaming Video Using TV Pros’ Techniques
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
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Tips for Starting Your Customer Experience Journey —Low-cost, low-lift actions that any federal employee can take to improve customer experience.
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Customer Experience Toolkit —This Toolkit is intended to help government agencies improve how we deliver services and information to the public.
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Contact Center Technologies —A contact center is supported by many technologies designed to enhance the customer experience, improve the operating and management …
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Contact Center Guidelines —Contact Centers are becoming the hub for federal agencies to gather valuable, decision-making data to meet their missions. The Contact …
Tools and Services
Touchpoints —Touchpoints offers a simple, flexible, and convenient way to start collecting customer feedback so you can focus on serving customers rather …
Join a Community of Practice
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Innovation Adoption —Our purpose is to build innovation and intrapreneurship capacity across government by investing in and nurturing innovation, …
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Customer Experience —We are an interagency group of customer experience practitioners.
News and Events on Customer Experience
135 posts
GSA Launches New Innovation Adoption Community of Practice
Your Experience Matters—The National Archives and Records Administration (NARA) provides a broad range of services to internal and external customers, including researchers, visitors, educators, genealogists, students, veterans, information technologists, federal agencies and more. Archivist of the United States (AOTUS) David Ferriero has hired the agency’s first Chief Customer Experience Officer, Stephanie Bogan, to help focus as an agency on the public’s experience. The agency’s management team has also been deputized to become their Customer Experience Executive Council in order to make customer-focused decisions for the agency and move it forward. — via National Archives and Records Administration
How To Navigate Challenges to Successfully A/B Test Your Emails
8 Ways Community of Practice (CoP) Managers Can Improve Member Engagement on Listservs
Using Chatbots To Improve Customer Experience
How to Present Like a Pro—When you are presenting on streaming video, you are essentially doing the same thing as a television news anchor. Try these common methods that television presenters use daily to improve your presentation skills in the “zoom” era. — via Digital.gov
Five Insider Secrets to Engaging Emails
Call for Participation: 2021 Government UX Summit
Federal Student Aid’s New Virtual Assistant Offers Model for Improved Customer Service in Government
Zero Pageviews Is Your Goal: Finding Problem Pages with Website Analytics
6 Ways Government Innovators Are Building Stronger Public Services
Measure Performance to Make Continuous Improvements
