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White House CX initiative

White House Requests More Than $500 Million for CX Initiatives

The White House has submitted a budget proposal for fiscal year 2024 requesting more than $500 million in additional funding to hire personnel and support various CX programs across federal agencies. The proposal, which is in line with the...

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CX surveys and research studies

New Research from ACSI, Simplr, Cyara, Conversica, and Emarsys

Recent CX surveys and research studies shed light on citizen satisfaction with government, consumer experience with chatbots, retail experience, and more.

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CX for local governments

Building Trust with Citizens Through Better CX

Local governments should borrow best practices from commercial brands to increase the level of citizen trust and engagement.

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Qualtrics Government EX CX

Research from Qualtrics Shows Government Agencies Struggle with CX, EX Issues

Dr. Sydney Heimbrock, Chief Industry Advisor for Government, Qualtrics Qualtrics recently published the 2023 Government Experience Trends Report, which shows that government leaders are struggling to understand the gap between expectations and...

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Presidential Management Agenda

Presidential Management Agenda Continues to Make Progress

Continued progress is being made in the three priority areas making up the President’s Management Agenda (PMA) since they were first unveiled more than a year ago by the administration of President Joe Biden and Vice President Kamala Harris,...

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Customer experience for US veterans

US Department of Labor Awards $1.2 Million Contract to Improve CX for Veterans

The US Department of Labor (DoL), by way of its agency the Veterans’ Employment and Training Service (VETS), has awarded a $1.2 million technical service contract to Technical Assent LLC, a service-disabled veteran-owned small business....

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Department of Homeland Security customer experience

Department of Homeland Security Launches Hiring Initiative to Transform CX

The U.S. Department of Homeland Security (DHS) has launched a new hiring initiative to transform its CX and improve service delivery. The largest CX hiring initiative of its kind by any federal agency, the new program aims to hire hundreds of...

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Federal government customer experience

OMB and GSA Designate $100 Million to Improve CX for the Public Sector

President Biden’s initiative to improve CX in the federal government will receive $100 million from the Technology Modernization Fund (TMF) to streamline and improve digital services to the public, the Office of Management and Budget (OMB) and...

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customer experience perceptions

We Are Working – Really!

New York City Mayor Eric Adams late last month roundly criticized members of the New York City Police Department who were spotted by civilians standing around and looking at their phones. The former NYC transit officer asked commuters to take...

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Abu Dhabi CX

Abu Dhabi Launches ‘Program for Effortless Customer Experience’

The Emirate of Abu Dhabi, the largest of seven emirates comprising the United Arab Emirates (UAE), has launched a government initiative aimed at producing a new CX model for transacting business with government authorities. The initiative,...

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government citizen experience

Human-Centered Design and Personnel Are Key to CX Improvements

In a forum on the future of government work, federal agency officials as well as executives from the private sector were unanimous in agreement that human-centered user design and human personnel were the key elements when using technology to...

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irs taxpayer experience

IRS Creates Taxpayer Experience Office to Improve Taxpayer CX

Seeking to improve its service to taxpayers and the overall experience for customers, the Internal Revenue Service (IRS) has established the new Taxpayer Experience Office, identifying from the outset the scope of efforts and the key areas of...

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Latest Research

Employee Experience

Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies

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CX in the Healthcare Industry

Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts

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CX Market Forecasts

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience

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Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

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