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Medallia recruits GSA CX Research and Strategy Lead as Senior CX Strategist

Lora Allen, a customer experience professional with 15+ years of leadership, innovation, and transformation in government, has taken on a new challenge as Senior CX Strategist at Medallia. In this new role, Lora is responsible for helping government agencies to develop and activate best-in-class customer experience programs and strategies, and improving the citizen experience across all channels through which they […] The post Medallia recruits GSA CX Research and Strategy Lead as Senior CX Strategist appeared first on G2Xchange FedCiv.

VA CX Expert Says Employee Experience Just as Important to Success

“Ensuring customers are happy is important, but Federal customer experience (CX) experts believe ensuring employees are happy is equally important. Federal experts say the same human-centered design framework can be applied to both CX and employee experience (EX) to give agencies a competitive advantage.” “The Department of Veterans Affairs (VA) has spent the last year […] The post VA CX Expert Says Employee Experience Just as Important to Success appeared first on FedHealthIT, a service of MileMarker10.

Video: VA CTO says the Agency is optimizing its services with human-centered design

“The Department of Veterans Affairs (VA) is applying human-centered design to its offerings. The agency says it saw a 25% increase in trust in the VA when it first implemented the approach. Lauren Alexanderson, Deputy Chief Technology Officer of Health at the VA Office of Information and Technology, said her team collects user feedback almost […] The post Video: VA CTO says the Agency is optimizing its services with human-centered design appeared first on FedHealthIT, a service of MileMarker10.

Treasury Bureau of the Fiscal Service Sources Sought: ARC COTS CX Management Platform

Notice ID SS-ARC-21-065 “The Department of the Treasury, Bureau of the Fiscal Service, on behalf of their Administrative Resource  Services (ARC) intends to compete the Customer Experience (CX) Program Services under their OneARC Strategic Support Services (OSSS) multiple award blanket purchase agreements with Contractors against their GSA MAS contracts, as well as, allow for the Information Technology product for a […] The post Treasury Bureau of the Fiscal Service Sources Sought: ARC COTS CX Management Platform appeared first on G2Xchange FedCiv.

Former VA CXO now consulting

After announcing a replacement earlier this year, this leader, experienced in customer-centric policy, practices and programs applying the best practices in data, tools, technology and engagement to deliver the best experience in care, benefits and services with multi-channel data collection, analysis, service recovery and program improvement, now offers that insight to mission-driven teams with innovative impact in Government, non-profits and corporations. The post Former VA CXO now consulting appeared first on G2Xchange Health, a service of MileMarker10.

Press Release: HighPoint Adds CX Leader to Accelerate Federal Contact Center Transformation Efforts

“HighPoint, a provider of IT and customer experience services for government agencies, welcomes Stacey Au, Customer Experience (CX) Program Manager, to drive CX transformation. Au will support the company’s clients with implementing omni-channel, emerging technologies such as AI, and industry best practices to improve contact center operations and drive transformation for better citizen services. Au […] The post Press Release: HighPoint Adds CX Leader to Accelerate Federal Contact Center Transformation Efforts appeared first on FedHealthIT, a service of MileMarker10.

MeriTalk: IRS Wants to Improve CX With Cloud-Based Surveys

“The Internal Revenue Service’s (IRS) Office of Online Services (OLS) is looking for a FedRAMP compliant Customer Feedback Management (CFM) cloud-based solution. OLS, which is tasked with bringing best practices from the public and private sectors to improve the taxpayer experience with the IRS, currently uses a survey tool on IRS.gov to measure taxpayer satisfaction and website performance, and to […] The post MeriTalk: IRS Wants to Improve CX With Cloud-Based Surveys appeared first on G2Xchange FedCiv.

VAntage Point: Virtual Veterans Experience Action Centers helps thousands

“Virtual Veterans Experience Action Centers, or V-VEACs, continue to improve outcomes for Veterans, family members, caregivers and survivors across the nation. The program was established to proactively assist Veterans in a selected state with a one-stop resource for all their needs.” “The V-VEAC brings together VA benefits, healthcare and other resources in partnership with state […] The post VAntage Point: Virtual Veterans Experience Action Centers helps thousands appeared first on FedHealthIT, a service of MileMarker10.

USDA OCIO Office of Customer Experience awards single-award Design Support Service BPA, first task...

8(a) small business HUBZone Essnova has been awarded a 4-year, $4.5M single-award BPA by the US Department of Agriculture to provide management support to the Office of Customer Experience for the application of CX practices across USDA. A first task has also been awarded related to this BPA with work to include project 1) Diversity Equity and Inclusion 2) Voice […] The post USDA OCIO Office of Customer Experience awards single-award Design Support Service BPA, first task order appeared first on G2Xchange FedCiv.

OMB restores Federal Agency CX guidance

“The Office of Management and Budget last week reinstated previous guidance directing federal agencies to develop goals and track progress regarding customer experience goals and the delivery of government services. The guidance—Part 6 of OMB Circular A-11—had been eliminated by the Trump administration in December and comes as federal agencies formulate budget proposals and undergo priority goal-setting for the year. […] The post OMB restores Federal Agency CX guidance appeared first on G2Xchange FedCiv.

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