With the increase momentum of CX across government agencies, DGI produced a virtual workshop on Building a CX Business Case. “66% of government leaders agree CX is a priority”, while “57% report that CX is still not owned at a leadership level”, says Dr. Sam Coy, Solutions Consultant with Zendesk. Given that and the number of recent directives with the administration’s “renewed focus on building trust and equity” and “delivering excellent, equitable, and secure Federal services”, DGI thought it extremely timely to discuss the implications of CX initiatives.
The focus of the workshop was to discuss how CX measures meet constituents’ needs and deliver measurable results. During the workshop, we heard from insider and contractor experts about:
- The state of CX in government and trends for 2022
- Using design as a CX journey framework
- Seeing “the customer” as multiple stakeholder groups
- Calculating ROI and measuring success
- Key components of a CX business case for leadership
- How to determine KPIs and benchmarking data
- Case studies on the City of St. Paul and Tennessee State Government
- CX Best Practices (open Q&A)
Moderator: Mike Smoyer, President with Digital Government Institute
Instructors (in order of presentation):
- Amanda Damewood, Acting Director for UX with USCIS
- Dr. H. Sam Coy, Solutions Consultant with Zendesk
- Matt Hale, Solutions Consultant with Zendesk