{
    "version" : "https://jsonfeed.org/version/1",
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    "type" : "single",
    "title" : "Customer Experience Roundup 2015 |Digital.gov",
    "description": "Customer Experience Roundup 2015",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/11/customer-experience-roundup-2015/index.json","item" : [
    {"title" :"Customer Experience Roundup 2015","summary" : "Customer experience touches all of the work we do. From Web to mobile to contact centers and social media, we need to not only be aware of our customers’ experiences but also respond quickly and make changes that will enhance their experiences.","date" : "2015-05-11T14:01:57-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"apiazza" : "Alycia Piazza"},"topics" : {
        
            "customer-experience" : "Customer experience",
            "customer-experience" : "Customer experience",
            "product-and-project-management" : "Product and project management",
            "research" : "Research"
            },"branch" : "bc-archive-content-3",
      "filename" :"2015-05-11-customer-experience-roundup-2015.md",
      
      "filepath" :"news/2015/05/2015-05-11-customer-experience-roundup-2015.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/05/2015-05-11-customer-experience-roundup-2015.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/05/2015-05-11-customer-experience-roundup-2015.md","slug" : "customer-experience-roundup-2015","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/11/customer-experience-roundup-2015/","content" :"\u003cp\u003eThis month, our round up focuses on customer experience (CX). As I was rounding up the CX events and articles we’ve shared on DigitalGov over the past year, I realized that CX touches all of the work we do. From Web to mobile to contact centers and social media, we need to not only be aware of our customers’ experiences but also respond quickly and make changes that will enhance their experiences.\u003c/p\u003e\n\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2014/09/600-x-450-Positive-Feedback-Simile-face-icon-bayhayalet-iStock-Thinkstock-478052387.jpg\"\n    alt=\"Happy or positive feedback smiley face icon\"/\u003e\u003cp\u003ebayhayalet/iStock/Thinkstock\u003c/p\u003e\u003c/div\u003e\n\n\n\u003ch2 id=\"predictions-and-trends\"\u003ePredictions and Trends\u003c/h2\u003e\n\u003cp\u003eMartha Dorris, Director of the Office of Strategic Programs in the Information Technology Service (ITS), and former Director of the Office of Innovative Technologies at GSA, wrote \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/01/12/15-government-customer-service-trends-for-2015/\" title=\"15 Government Customer Service Trends for 2015\"\u003e15 Government Customer Services Trends for 2015\u003c/a\u003e with some predictions about what will happen this year in the CX arena. Let’s see if her predictions come true.\u003c/p\u003e\n\u003cp\u003eWe also recently had Stephanie Thum, Vice President of Customer Experience at the Export-Import Bank write \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/12/01/will-2016-be-the-federal-governments-year-of-the-customer/\" title=\"Will 2016 Be the Federal Government’s ‘Year of the Customer?’\"\u003eWill 2016 be the Federal Government’s ‘Year of the Customer?’\u003c/a\u003e Stephanie takes a look at 5 reasons why if 2014 was the year of planting seeds—and if this will be the year of germination and nurturing—then we can look to 2016 as the year in which agencies’ CX efforts may begin to truly bear fruit.\u003c/p\u003e\n\u003ch2 id=\"successful-cx-programs\"\u003eSuccessful CX Programs\u003c/h2\u003e\n\u003cp\u003eLast February, we interviewed Stephanie Thum about customer experience and why leadership support at the highest levels is so important to \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/02/21/customer-experience-video-blog-stephanie-thum-export-import-bank/\" title=\"Customer Experience Video Blog: Stephanie Thum, Export-Import Bank\"\u003esuccessful customer experience programs\u003c/a\u003e, and since measuring the customer experience is super important she shared how the \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/06/16/government-cx-where-do-you-find-the-right-foundational-metrics/\" title=\"Government CX:  Where Do You Find the Right Foundational Metrics?\"\u003eExport-Import Bank measures the transaction experience and finding CX metrics that matter.\u003c/a\u003e\u003c/p\u003e\n\u003ch2 id=\"social-media\"\u003eSocial Media\u003c/h2\u003e\n\u003cp\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/24/meeting-customer-needs-through-social-media/\" title=\"Meeting Customer Needs Through Social Media\"\u003eSocial media is also a great way to reach customers\u003c/a\u003e and in this post we took a look at how agencies are leveraging social media tools as a meeting space for two-way conversations, and to even resolve user issues and deliver excellent customer service.\u003c/p\u003e\n\u003ch2 id=\"personas-and-customer-profiles\"\u003ePersonas and Customer Profiles\u003c/h2\u003e\n\u003cp\u003eYou should consider is developing your customer profiles to help you get to know your customer a little bit better.\u003c/p\u003e\n\u003cp\u003eIn a recent \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/21/trends-on-tuesday-the-total-market-approach/\" title=\"Trends on Tuesday: The Total Market  Approach\"\u003eTrends on Tuesday: The Total Market Approach\u003c/a\u003e, Ashley Wichman of the DigitalGov team talks about taking a multi-cultural approach to marketing and understanding the diversity of the consumer. Personas were cited as a helpful tool in this approach.\u003c/p\u003e\n\u003cp\u003eWe’ve also had several other articles on personas including:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eA \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/03/02/persona-development-case-study-nci-and-spanish-language-outreach/\" title=\"Persona Development Case Study: NCI and Spanish Language Outreach\"\u003epersona development case study with the National Cancer Institute\u003c/a\u003e and their Spanish language outreach\u003c/li\u003e\n\u003cli\u003eAn article with perspectives from the Department of Agriculture and the Department of Health and Human Services on \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/02/02/agency-perspectives-on-personas-use-development-and-challenges/\" title=\"Agency Perspectives on Personas - Use, Development and Challenges\"\u003eusing and creating personas and the challenges associated with this process.\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003eA USA.gov case study on \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/06/using-personas-to-better-understand-customers-usa-gov-case-study/\" title=\"Using Personas to Better Understand Customers: USA.gov Case Study\"\u003eusing personas to better understand customers\u003c/a\u003e.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"events\"\u003eEvents\u003c/h2\u003e\n\u003cp\u003eIn March, we hosted Dr. Cynthia Baur from the Centers for Disease Control and Prevention to explain the tool she and her colleagues built to bring \u003ca href=\"https://www.youtube.com/watch?v=HdHAAaCNirk\u0026amp;feature=youtube_gdata\"\u003escience-based clear communication criteria to public communication products\u003c/a\u003e. She showed how they’ve used the criteria to improve audiences’ understanding of the agency’s information and improve their customer’s experience.\u003c/p\u003e\n\u003cp\u003eGSA is organizing a CX Community of Practice and we are working closely with them to coordinate ongoing training in this topic area and will host a kick-off event in June so stay tuned! \u003ca href=\"https://docs.google.com/a/gsa.gov/forms/d/1hzJbZChUg2TRLi_MiC4nAbB-HKUOerBF2kL0qO38fPo/viewform\"\u003eRequest to join the CX community\u003c/a\u003e or \u003ca href=\"mailto:%20Rachel.Flagg@gsa.gov\"\u003eemail Rachel Flagg\u003c/a\u003e\u003c/p\u003e\n"}
  ]
}