Everyone agrees that customer experience (CX) is important, but not everyone defines it the same way. That can make applying it a challenge. A better approach is to think in terms of “total experience,” which encompasses internal and external customers, including employees, constituents and members of the private sector. With the total experience in mind, agencies can improve how they target their audience engagement to better meet needs.
That was the focus of a recent GovLoop online training, which brought together leaders from government and industry to discuss strategies and best practices for optimizing CX. This resource contains some takeaways from their discussion.
