Customer Experience

These 6 Principles Helped Navy Federal Deliver Superior Customer Experience

They drive every decision Navy Federal Credit Union makes regarding their members.

  • By Frank Konkel

New App from VA Streamlines Veterans’ Resources to Enhance Their Care

The ultimate goal is to eliminate the barriers vets face in retrieving the information they need most.

  • By Brandi Vincent

4 CX Lessons Federal Agencies Can Learn from Their Peers

There are several agencies making major strides in the CX space and other agencies could learn a thing or two from their CX programs.

  • By Zachary Trojak

Here Are Where Congress' Customer Experience Efforts Sit

The next step for one bill is President Trump’s desk.

  • By Frank Konkel

USDA Launches Tool to Match Farmers to the Loans They Need

The latest tool on farmers.gov helps take the mystery out of the loan application process.

  • By Brandi Vincent

President Trump Signs Taxpayer First Act

The law will force the IRS to improve its customer experience while providing tools to move faster in hiring.

  • By Frank Konkel

Congress Passes Bill That Forces IRS to Revamp Taxpayer Experience

The bill passed the House and Senate earlier this month and would usher in major changes to the way IRS engages with millions of customers.

  • By Frank Konkel

What's Next for Federal Customer Experience

Some agencies are putting themselves in the shoes of their customers and it's paying off.

  • By Nextgov Staff

What the U.S. Medical System Can Learn From Estonia

Americans waste time and money filling out paperwork and repeating tests in the doctor’s office. A small Baltic nation has found a better way.

  • By Olga Khazan, The Atlantic

Critical Update: Peering Into the Agriculture Department’s Digital Transformation

One of the Agriculture Department’s top officials talks about how the agency is using technology to serve its customers better.

  • By Brandi Vincent

Federal Agencies Rank Dead Last in Forrester Customer Experience Index

Once again, only the National Park Service scored on par with the industry average.

  • By Frank Konkel

GSA Is Putting Up $20K For Its First Multicity Hackathon

Over six hours, teams from across the country will work on improving the design, functionality and processes of four critical applications.

  • By Aaron Boyd

Digital Trends That Could Send Your Project Back to the Drawing Board

Are you ready to deliver services to customers who want to unplug from their digital lives?

  • By Heather Kuldell

Inside USDA's Farmer-First Approach to Digital Transformation

The department is mixing technology with human-centered design to produce a better experience for its customers.

  • By Brandi Vincent

Featured eBooks

The Government's Artificial Intelligence Reality
What’s Next for Federal Customer Experience
What's Next for Government Data

How the Veterans Affairs Department is ‘Hardwiring’ Customer Service into Everything

VA is on a mission to improve the veteran experience across every service it provides.

  • By Frank Konkel

There Is Too Much Stuff

The human brain can’t contend with the vastness of online shopping.

  • By Amanda Mull

Uber Riders Can’t Stand All the Air Fresheners

Customers are reporting migraines. Drivers say they’re just trying to provide a pleasant ride.

  • By Taylor Lorenz

HUD Is Hunting for Vendors for the Next Phase of the Centers of Excellence

The department plans to pursue six projects to improve its cloud adoption, customer experience, data analytics and customer contact centers.

  • By Jack Corrigan

VA To Codify Customer Experience As Part of Core Values

The need to consider ease, effectiveness and emotion in all decisions will become part of the department’s Code of Federal Regulations.

  • By Aaron Boyd

Senate Considers Bill to Modernize Constituent Services

The CASES Act is one of several customer experience-related bills Congress is considering.

  • By Frank Konkel

Strong Narratives Can Drive Digital Transformation

Sometimes all it takes is a good story.

  • By Brandi Vincent