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.
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?”