customer experience

A strategy for better CX: ‘Make it work, make it simple, make it memorable’

Can agencies create CX that’s ‘simplistic, delightful and surprising’? Leaders from the Agriculture Department, Education Department, Homeland Security…

Technology

After four year delay, agencies to get 21st Century IDEA Act guidance this summer

IT Modernization

CX Exchange 2023: Okta’s Sean Frazier on why security needs to be like wallpaper

Technology

Federal News Network’s CX Exchange

Federal Insights

(AP Photo/Lynne Sladky)

FILE - In this Nov. 20, 2020, file photo a U.S. Department of Homeland Security plaque is displayed a podium as international passengers arrive at Miami international Airport where they are screened by U.S. Customs and Border Protection in Miami. The damned-if-you-pay-damned-if-you-don’t dilemma on ransomware payments has left U.S. officials fumbling about how to respond. While the Biden administration “strongly discourages” paying, it recognizes that failing to pay would be suicidal for some victims. (AP Photo/Lynne Sladky, File)

DHS organizing new directorate to lead CX efforts

Management

Federal IT spending in 2024 request up by 13% in part thanks to cyber, CX plans

Budget

Biden proposes hiring 120 CX experts to help agencies provide ‘seamless’ services

Budget

White House touts CDO Council as ‘game changer’ for meeting equity, CX goals

Big Data

IT user experience gets low grades in Defense Business Board study

Defense

Why a good digital experience can boost trust in federal agencies

Commentary

Federal CIO Martorana on her plans for 2023

Technology

How federal health agencies can manage troves of patient information

Due to the passage of the PACT Act in August 2022 — a law that expands health care and benefits for veterans — the Department of Veterans Affairs is…

Commentary

Trying to understand the misunderstood and diverse world of customer experience

CX is important. So is security. This is a dicussion, about both, with two federal heavyweights from two very important agencies.

Management

customer experience, customer service, customer support, glitch, technology, digital government, computer, phone, mobile device

Exclusive

DHS on cusp of hiring as many as 100 CX experts

Hiring/Retention

On the anniversary of President Joe Biden’s executive order detailing how agencies need to improve their customer experience, the Department of Homeland Security says it’s removing administrative barriers, increasing equity, building trust and strengthening security.