Despite organizations’ efforts to improve customer experience (CX), the 2019 Forrester CX Index indicates little to no rise in CX scores from last year across a range of industries, and that technology is the key forward in improving CX. […]

In an effort to improve customer experience (CX) in government, the General Services Administration (GSA) will hold a nationwide, day-long hackathon to gather industry insight about GSA applications. […]

The Department of Veterans Affairs (VA) has added customer experience (CX) to its Core Values and Characteristics guidelines – a move that indicates that VA will prioritize CX in its mission. […]

The Department of Housing and Urban Development (HUD) and the General Services Administration’s Technology and Transformations Services unit (GSA TTS) issued six requests for information (RFI) today identifying key areas for phase two of the Centers of Excellence (CoE) program. […]

The U.S. Census Bureau launched a new virtual hub this year that aims to inform citizens how they can make use of the data the bureau collects, said Census Bureau Digital Marketing Lead Anthony Calabrese at the Granicus Annual National Summit today. […]

Since the President’s Management Agenda was issued in March, Federal agencies have been working governmentwide to “provide a modern, streamlined, and responsive customer experience [CX] across government, comparable to leading private sector organizations.” According to an update released Wednesday on Performance.gov, agencies have made strong progress on the cross-agency priority (CAP) of improving CX with Federal services; however, the path forward has not been without bumps in the road. […]