{
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    "title" : "A Guide For Agencies Building CX Capacity |Digital.gov",
    "description": "A Guide For Agencies Building CX Capacity",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2020/04/24/a-guide-for-agencies-building-cx/index.json","item" : [
    {"kicker" : "Customer Experience","title" :"A Guide For Agencies Building CX Capacity","deck" : "","summary" : "GSA’s customer experience team has released a federal buying guide to aid agencies with buying CX Services.","date" : "2020-04-24T10:00:00-05:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"sheev-dav" : "Sheev Davé","aaron-stienstra" : "Aaron Stienstra","boris-arratia" : "Boris Arratia"},"topics" : {
        
            "customer-experience" : "Customer experience",
            "design" : "Design",
            "governance" : "Governance",
            "research" : "Research"
            },"primary_image" : { "uid" : "oce-cx-buying-guide-cover", "alt" :
  "Screencapture of the cover of the Customer Experience Services Evaluationa and Buying Guide. Colorful abstract shapes, icons, and the abbreviation for Customer Experience, CX, are below the title.", "width" :
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      "filename" :"2020-04-24-a-guide-for-agencies-building-cx.md",
      
      "filepath" :"news/2020/04/2020-04-24-a-guide-for-agencies-building-cx.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2020/04/2020-04-24-a-guide-for-agencies-building-cx.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2020/04/2020-04-24-a-guide-for-agencies-building-cx.md","slug" : "a-guide-for-agencies-building-cx","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2020/04/24/a-guide-for-agencies-building-cx/","content" :"\u003cp\u003eThis month, the U.S. General Services Administration (GSA) Office of Customer Experience (OCE), in association with the Customer Experience Cross-Agency Priority (CAP) Goal team, released the \u003ca href=\"https://www.gsa.gov/cdnstatic/CX%20Evaluation%20and%20Buying%20Guide.pdf\"\u003eCustomer Experience Services Evaluation and Buying Guide (PDF, 843 kb, 10 pages)\u003c/a\u003e. This resource is intended to answer questions and provide guidance to agencies looking to build their Customer Experience (CX) capacity through Human-centered Design (HCD).\u003c/p\u003e\n\u003cp\u003eThe federal government is focused, now more than ever, on providing better experiences for the public by incorporating modern practices into their services such as CX and HCD principles. Some agencies have mature CX practices, while others are just getting started. At times, agencies look to the private industry to help them fill gaps to do their CX work. However, these practices are still new and some agencies are asking where to go for help and how to evaluate for good partners. The new Customer Experience Services Evaluation and Buying Guide will help to answer these questions and more.\u003c/p\u003e\n\u003cp\u003eThe guide highlights a number of important topic areas:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eFundamental questions to ask in pursuing CX maturity\u003c/li\u003e\n\u003cli\u003eA roadmap on what agencies should consider as they buy CX services\u003c/li\u003e\n\u003cli\u003eEvaluation criteria for assessing the capabilities of industry partners, including what to seek in proposals as well as what to be cautious of\u003c/li\u003e\n\u003cli\u003eInformation gathered from GSA’s HCD Request for Information (released fall of 2019)\u003c/li\u003e\n\u003cli\u003eResources and organizations to reference and contact\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eIf you have any questions or comments about the guide please contact GSA\u0026rsquo;s OCE at \u003ca href=\"mailto:mailto:CustomerExperience@gsa.gov\"\u003eCustomerExperience@gsa.gov\u003c/a\u003e.\u003c/p\u003e\n\n\n\n\n\n\n\n\u003cdiv class=\"image\"\u003e\n  \u003cimg\n        src=\"https://s3.amazonaws.com/digitalgov/oce-cx-buying-guide-cover.png\"alt=\"Screencapture of the cover of the Customer Experience Services Evaluationa and Buying Guide. Colorful abstract shapes, icons, and the abbreviation for Customer Experience, CX, are below the title.\"/\u003e\u003c/div\u003e\n\n\n"}
  ]
}