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Channel: Rick Parrish – Forrester
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Is Improving The Customer Experience A Moral Imperative?

When I ask government employees why improving customer experience (CX) is so important, I often hear a version of the same answer: "It's the right thing to do." But I'm not about to take an easy answer...

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It’s time for police departments to start measuring the customer experience

In response to recent tragedies, many commentators have suggested requiring every police officer to wear a video camera and microphone at all times. Some activists even suggest that these videos be...

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Improving The Federal Customer Experience Is A National Security Imperative

Improving the U.S. federal customer experience (CX) is crucial to our nation's long-term security. I'm not exaggerating. Improving federal CX is about far more than just boosting an agency's ranking on...

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The Rise Of Federal Chief Customer Officers

Hundreds if not thousands of leading corporations have created chief customer officer (CCO) positions in recent years to help them become more customer-centric. Now US federal government agencies are...

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The Top Four Reasons To Improve The Federal Customer Experience

Mandates for better federal customer experience (CX) have been piling up for more than 20 years. The trend began way back in 1993, when Executive Order No. 12862 required federal agencies to create...

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How To Beat The Top Five Excuses For Not Improving Your Government Agency's...

Naysayers love to complain that real customer experience (CX) improvement is only for the private sector because government is subject to unique and insurmountable pressures. Don't believe these...

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Federal Agencies Must Focus On Emotion To Create Great Government Customer...

Think about the last time you went through airport security. Or applied for federal benefits. Or paid your taxes.How did those experiences make you feel? What specific emotions did they invoke in you?...

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How Governments Can Improve Everyone’s Customer Experience

I spend a lot of time talking about the poor quality of federal customer experience (CX) and the effects it has on the public. I've already talked about how federal agencies averaged the lowest score...

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Federal Agencies Must Treat Customer Experience As A Business Discipline

By now we all know that federal customer experience (CX) is disastrously weak and that improving it will boost both agency operations and the health of the political system.We've also seen some pockets...

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How To Implement The Customer Experience Advice In The US Digital Services...

A few weeks ago, I advised federal agencies to build better digital customer experiences. I had no idea how polarizing the post would be, so I'd like to return to the topic of digital customer...

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The OPM Hack Is Bad News For Federal Customer Experience Improvement

It's been a rough nine months for federal cybersecurity. The huge Office of Personnel Management (OPM) hack is just the latest in a series of incidents that make people skeptical of Washington's...

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Guerrilla CX For Government

Federal customer experience (CX) professionals are trying to wage a conventional war against bad CX. But they usually don't have the budget, personnel, or authorities they need to win big, decisive...

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How The Social Security Administration Hit A CX Trifecta With A Mobile App

The Social Security Administration's (SSA) Supplemental Security Income (SSI) program had a problem: It was paying out way too much in unearned benefits to program participants. This was happening...

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Customer Experience News : This Week In Congress

Each Congress considers over 10,000 bills, and virtually none of them ever explicitly focus on customer experience (CX). However, some bills do have implications for federal CX. And although just 3% of...

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Plan Your Summer Vacation Around Customer Experience Inspiration

It's finally here. That time of year when seemingly half of the federal workforce flees DC for a well-deserved vacation. It's a magical time for those of us who stay behind: Less traffic shortens our...

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Three Ways To Improve Federal Digital CX On A Shoestring Budget

Have you read the results of the Government Business Council's new "Digital Disconnect" survey?The results are fascinating, and I could go on for quite some time about them (just ask my dogs, who have...

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Customer Experience News: This Week In Congress, July 20th, 2015

Welcome to the second installment of this series on Congressional action that could affect federal customer experience (CX). As I said in my first post, the purpose of this series is to help federal CX...

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What Should Washington Do About The Public's Lukewarm Attitude Toward Digital...

Digital government is big in Washington. Next year, the White House plans to spend $35 million more on the US Digital Service, $105 million for digital services teams at 25 agencies, and tens of...

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Federal CX Pros Must Start Preparing For The Presidential Transition Right Now

It's been eight years since the last presidential transition. Since then, we've seen real progress on the federal customer experience (CX) front, including the creation of the "customer service"...

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The Public Is Still Skeptical Of Federal Digital Customer Experience

The White House has been trying to improve the federal digital customer experience (CX) since 2011. But when I published my first report and blog on the topic in 2015, the situation was still dire. A...

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