{
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    "title" : "The Ex-Im Bank Annual Conference: A Valuable Tool in the Government CX Toolbox |Digital.gov",
    "description": "The Ex-Im Bank Annual Conference: A Valuable Tool in the Government CX Toolbox",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/20/the-ex-im-bank-annual-conference-a-valuable-tool-in-the-government-cx-toolbox/index.json","item" : [
    {"title" :"The Ex-Im Bank Annual Conference: A Valuable Tool in the Government CX Toolbox","summary" : "It can be easy to forget that customer experience (CX) improvement efforts within the government sphere aren’t limited to surveys, journey maps, analytics, big data, apps, and technology. Watching Export-Import Bank’s Annual Conference come together, I’m reminded of the fundamental role that interpersonal communication plays in improving customer experience, from the front line of our","date" : "2015-04-20T01:53:13-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"stephanie-thum" : "Stephanie Thum"},"topics" : {
        
            "customer-experience" : "Customer experience",
            "product-and-project-management" : "Product and project management"
            },"branch" : "bc-archive-content-3",
      "filename" :"2015-04-20-the-ex-im-bank-annual-conference-a-valuable-tool-in-the-government-cx-toolbox.md",
      
      "filepath" :"news/2015/04/2015-04-20-the-ex-im-bank-annual-conference-a-valuable-tool-in-the-government-cx-toolbox.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/04/2015-04-20-the-ex-im-bank-annual-conference-a-valuable-tool-in-the-government-cx-toolbox.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/04/2015-04-20-the-ex-im-bank-annual-conference-a-valuable-tool-in-the-government-cx-toolbox.md","slug" : "the-ex-im-bank-annual-conference-a-valuable-tool-in-the-government-cx-toolbox","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/20/the-ex-im-bank-annual-conference-a-valuable-tool-in-the-government-cx-toolbox/","content" :"\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/04/600-x-375-Connected-Modern-World-solarseven-iStock-Thinkstock-ThinkstockPhotos-482353395.jpg\"\n    alt=\"Connected Modern World\"/\u003e\u003c/div\u003e\n\n\n\u003cp\u003eIt can be easy to forget that \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/topics/customer-experience/\"\u003ecustomer experience\u003c/a\u003e (CX) improvement efforts within the government sphere aren’t limited to surveys, journey maps, \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/06/16/government-cx-where-do-you-find-the-right-foundational-metrics/\"\u003eanalytics\u003c/a\u003e, big data, apps, and technology. Watching Export-Import Bank’s Annual Conference come together, I’m reminded of the fundamental role that interpersonal communication plays in improving customer experience, from the front line of our unique agency. The \u003ca href=\"http://www.exim.gov/newsandevents/events/annualconference/2015/\"\u003econference\u003c/a\u003e is happening April 23rd-24th at the Omni Shoreham Hotel in Washington, D.C. and will bring together more than 1,200 U.S. exporters, brokers, bankers, buyers from foreign countries, and government officials, including Ex-Im Bank staff, who will work together to discover more ways to expand exports and create American jobs.\u003c/p\u003e\n\u003cp\u003eHere’s how the conference shines a light on the fundamental communication aspects of CX.\u003c/p\u003e\n\u003ch2 id=\"strengthening-relationships\"\u003eStrengthening Relationships\u003c/h2\u003e\n\u003cp\u003eTrade is still very much grounded in relationship-oriented, human interactions. Through networking, the conference gives Bank staff the opportunity to listen to and better understand the business challenges of conference participants. When we understand those nuanced challenges, we can better advise customers on Bank programs and introduce the right subject matter experts to help get deals going.\u003c/p\u003e\n\u003ch2 id=\"heightening-customer-sophistication\"\u003eHeightening Customer Sophistication\u003c/h2\u003e\n\u003cp\u003eEx-Im Bank wants to improve the ease of doing business for customers. Getting there means communicating rules, policies, and application-oriented procedures that can impact the speed of completing transactions. When we provide information via breakout sessions or a display on the exhibit hall floor, we’re helping customers understand what to expect and avoid unwelcome surprises during complex transactions.\u003c/p\u003e\n\u003ch2 id=\"navigating-business-processes\"\u003eNavigating Business Processes\u003c/h2\u003e\n\u003cp\u003eApproximately 95% of the world’s potential customers live outside of the U.S. We want to empower U.S. businesses to reach those customers while mitigating their export risks. Interpersonal interactions among Bank staff and customers help us to see our business processes through customers’ eyes. From there, we can better equip them to navigate those processes, even as we work on internal improvements that help customers close transactions quickly.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/02/21/customer-experience-video-blog-stephanie-thum-export-import-bank/\"\u003eEx-Im Bank’s focus is on customers\u003c/a\u003e. We can’t fulfill our mission if we’re not providing them with an effective experience of our agency, from start to finish. The Annual Conference is just one more tool in our toolbox for creating an experience that helps customers export to global markets and create more jobs at home.\u003c/p\u003e\n\u003cp\u003e\u003cem\u003eStephanie Thum is the Vice President of Customer Experience at Ex-Im Bank.\u003c/em\u003e\u003c/p\u003e\n"}
  ]
}