The Customer Experience COI strives to change the culture in government and industry to understand what is needed to be customer-centric. This includes all aspects of supporting the citizen journey, from understanding customer expectations through training and educating leaders to understand the importance of being customer-centric. This COI focuses on culture, training & professional development, innovation, agency support, and tools & practices to break down barriers to improving the overall customer experience.
Current and Planned Initiatives Include
- Workforce Optimization Working Group
- Service Delivery Insights Working Group
- Contact Center Optimization Working Group
- Support continual improvement of business practices to meet customer needs
- Support the Administration Transition
- Evolve and Accelerate CX and Workforce Optimization
- Level up CX as a discipline
The CX COI brings together thought leaders and experts from government and industry through regular meetings to strengthen and promote customer experience as a professional discipline. The meeting playlist on YouTube is available here.
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