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 —Customer Experience (CX) is defined as the sum of all experiences a customer has with your organization. Since government is often a …
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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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Customer Experience —We are an interagency group of customer experience practitioners.
News and Events on Customer Experience
131 posts
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
How Chatbots Can Improve Customer Experience
Call for Participation: 2021 Government UX Summit
USWDS Monthly Call - January 2021
Federal Student Aid’s New Virtual Assistant Offers Model for Improved Customer Service in Government
Practical Tips for Accessible Content and Multilingual Websites
Customer Experience & Continuous Improvement: The USPS Digital Approach
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
