A Best Kept Government Culture CX Transformation Secret
The Secret? Implement an Organization-wide Department Customer Experience Officers (DCXO) Program
When trying to implement a customer experience transformational strategy across an organization, you can expect many hurdles to arise which could slow down its implementation at various levels within the organization. Some examples of these hurdles are departmental processes, individual leaders or a change-averse culture. Thus, for a strategy to be completely adopted, you need to elicit key stakeholders to drive it forward.
Government leaders should consider creating an innovative Department Customer Experience Officers (DCXO) program within the organization to help drive customer experience management strategies and activities. The program should be centralized, managed, and budgeted out of the Administration’s Customer Experience Office (CXO).
The Department Customer Experience Officer (DCXO) program should align perfectly with the Administrative Customer Experience Office, led by the Chief Customer Experience Officer, based on their managerial responsibilities and oversight since the primary duties of the Chief Customer Experience Officer role are to:
Provide a single vision and a consistent customer experience across all methods of access is required by customers
Design and support key activities and projects to support the customer experience throughout the organization
Launching a departmental Customer Experience Officers (DCXO) program as a customer-focused strategic initiative allows a Department Head to select and appoint the employee to act as a liaison between the Chief Customer Experience Officer and the Department Heads. Over time, participation in the program will provide each Department Head with a trained “customer experience expert” to work directly with their staff on customer and employee engagement activities, such as the development and validation of key performance indicators, implementation of customer journey mapped process re-engineering projects, or enhancement of the employee engagement programs.
During the Department Customer Experience Officers Training Program, the Department Customer Experience Officers (DCXO) will learn, research, and create documentations which are unique to their department or function:
Customer Experience Vision and Mission Statements
“Voice of the Customer Program” Process to Identify and Prioritize Customers’ Needs and Wants to Improve Service Quality
Customer Experience & Customer Service Training Program
Customer Feedback and Engagement
With this model, each trained Department Customer Experience Officer (DCXO) can provide department-specific customer/employee insights and articulate evidence-based recommendations to help the Administration’s customer experience transformation strategy survive and succeed throughout the organization.
While it might seem that this approach might create a fragmented customer experience initiative across the organization, it is the responsibility of the Chief Customer Experience Officer to make sure their deliverables are consistent and aligns with the Administrative strategic level plan.
What’s noteworthy are the Department Customer Experience Officers (DCXO) can be involved in the yearly Customer Experience Office customer experience strategic plan review and give valued feedback throughout the customer experience transformation implementation journey.
What programs do you currently have in place to ensure the organization is executing your customer experience plans and initiatives?
I am a passionate group of government contact center customer experience thought leader and 311 pioneers. I am always seeking and sharing knowledge to make a valued difference and improve government interactions and solutions delivery for constituents, employees, and other key stakeholders.
View all posts by Rosetta Carrington Lue