Why Do You Need a Government Chief Customer Experience Officer?

In the past few years, we’ve seen the emergence of Government Chief Customer Experience Officers, a new kind of executive in the c-level suite. Read More

A Best Kept Government Culture CX Transformation Secret

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. Read More

Is Your Government Contact Center ISO Certified? Why Not!

Get your government contact center a prestigious designation with the ISO 18295 certification. Read More

IMPORTANCE OF AN OPERATIONAL AUDIT IN A GOVERNMENT CONTACT CENTER

A Government Contact Center Audit Program Is Critical Read More

How To Exceed Your Government CX Contact Center via Benchmarking

I recently met with Cynthia, a Senior Government Contact Center Leader, who was at her wits end trying to manage the agency’s initiative to transform and modernize the contact center as part of her performance expectations.  Cynthia was familiar with the buzz words around “customer experience” but was struggling to decide how to prioritize and build a business case for change.  She didn’t know what “specific problem she was trying to solve” but knew she had to show she was doing something to improve the customer experience.  “Journey mapping, multi or omnichannel communications, CRM, IVR, data visualization, AI, knowledge management, etc. What should I do?” Read More

Using Human Centered Design for Government Digital Transformation

Using Human Centered Design to Improve Government Digital Customer Experiences Read More

Wow! Rosetta Carrington Lue successfully launched 24/7 White House VA Hotline project

I am proud to have been appointed by the Veterans Administration Secretary to successfully lead the project implementation team to launch the VA’s first non-clinical, non-emergency 24/7 White House VA Contact Center Hotline! VA announced that the White House VA Hotline, first launched in June as part of President Donald J. Trump’s commitment to reforming… Read More