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CX Practitioners: “Inspirers in charge” |
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The inaugural CX Demo Day was a smashing success, thanks in no small part to our amazing presenters, the cast of about a hundred people behind the scenes for production, and of course, all you wonderful practitioners and champions in the field, making it happen! Our event kicked off with DHS Chief Information Officer Eric Hysen reminding us that “For the 2nd year in a row, CX is one of the Department’s top priorities. CX may be the buzzword of the year, but the work you’re doing enables DHS to deliver services that the American people and all of our customers depend on.”
"My personal commitment: To give this community the support it needs to become a critical long-standing part of how we do business in DHS.”
- CIO Eric Hysen
For almost three hours, Agencies and Offices spanning DHS presented works in progress, or successful projects that have recently launched. Each was an inspiring and (sometimes surprising!) view into work that we don’t necessarily get to see or know about, to improve mission delivery by improving the customer’s experience.
Deputy Secretary John Tien spoke later in the program, taking up CX in the Secretary’s 2023 Priorities and the Presidential Management Agenda (PMA). The Secretary’s Priorities direct us to “Innovate and transform our delivery of services to advance mission execution, improve the customer experience, and increase access to services.” Deputy Secretary Tien talked about how CX is not just its own priority, it’s woven through all of the other priorities; that DHS should consider everything from a customer’s experience first. “At the end of the day we want to make sure that we're equitable, accessible, and effective for everyone who uses our services.” He acknowledged that CX work didn’t start with an Executive Order, but rather that there are people who have been working to deliver good customer experiences since DHS came into existence twenty years ago, on March 1, 2003. Deputy Secretary Tien went on to call the CX community “Inspirers in charge” and encouraged us to continue our great work, saying “Sleeves up! Let's get this work done!”
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Check out the first episode in our new CX Minute video series, where we answer the fundamental question, “Does DHS Really Have Customers?” |
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DHS CX proudly presents CX Learning, the Department’s new CX training hub! New to CX? Seasoned practitioner? Team manager? No matter your level of expertise, CX Learning can help you apply leading customer experience practices and principles to your everyday work that can help you achieve better mission outcomes and solve the problems of those you serve.
Our Usability Testing lessons can help you and your team pull meaningful insights from customer interactions, conduct regular usability testing on the products and services you support, and make sure you’re solving the right problems for your customers and the mission.
Visit CX Learning today and share your feedback!
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Talk to Customers?!? Yes You Can!
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Did you know that usability testing is just one of the PRA-friendly ways you can regularly collect valuable feedback from customers?
Learn more in our new page How Do I Talk to Customers?
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As Customer Experience professionals, (and CX Champions) we have a responsibility to build services that serve all members of the public, not just specific audiences.
Check out 9 Methods for Burden Reduction
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Upcoming CoP Meetings!
Tuesday, February 28, 2023 1:00pm-2:00pm (EST)
Tuesday, March 28, 2023 1:00pm-2:00pm (EST)
Usability Testing Demystified
Wednesday, March 1, 2:00pm (EST) Register here
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Observe CX, Have an "Aha!" Moment
Are you part of a team conducting regular user interviews, usability testing, or other research activities? Sign up to host an observation session today!
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