/preview/gsa/digitalgov.gov/bc-archive-content-3/authors/zachary-lerner/ Recent content on Digital.gov Hugo en-us /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/08/27/huds-switchboard-puts-customer-experience-and-customer-service-together/ Thu, 27 Aug 2015 10:00:16 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/08/27/huds-switchboard-puts-customer-experience-and-customer-service-together/ Customer experience is about making sure needs are met. It’s certainly not a new concept for business; every bookstore has a customer service section. Government agencies are slightly different though. Often people are driven to public services by need or regulation, not choice. Government traditionally didn’t need to court positive attention. The increasing prominence of /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/08/14/federal-student-aid-customer-experience-journey-a-recap/ Fri, 14 Aug 2015 10:00:11 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/08/14/federal-student-aid-customer-experience-journey-a-recap/ Customer Experience (CX) deserves a voice at an agency’s senior levels. Putting CX