Page 13 - FCW, November/December 2019

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O-data tells you what is happening, and X-data tells you why it’s happening. Agencies need both to have a comprehensive strategy for experience management.
sensitive or personally identifiable information, often unsolicited, and it is the agency’s job to keep that data secure. Programs like the Federal Risk and Authorization Management Program exist to expand access to secure cloud-based technologies and mitigate risk for agencies and customers alike.
Executive buy-in at the highest levels is essential. Therefore, CX advocates should
ground their efforts in the agency’s strategic plan, executive orders, OMB guidance, mandates and laws. When they use those
as internal selling points, they help leaders understand that what’s good for customers is also good for the business side of the agency.
Agencies can start small by launching pilot projects or linking the efforts of multiple groups across the agency. And they shouldn’t underestimate the power of
internal conversations about customers
— during a meeting, in the hallway or over coffee. When employees keep having those conversations, the customer mindset becomes more deeply embedded in the agency’s culture.
Stephanie Thum, CCXP, is chief adviser on the federal customer experience at Qualtrics.
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