Prepare for the ACT-IAC CX Summit with The Clearing

On November 15, our team of customer experience (CX) experts will be hosting a booth at ACT-IAC’s CX Summit in Arlington, VA, where government and industry professionals will discuss how new approaches to CX will revolutionize government services and ensure they meet the needs of today’s citizens and employees.

In addition to hosting our booth, team members from The Clearing have also served on the Summit’s planning committee, where we have tapped into our collective decades of experience helping federal agencies solve CX problems to assist Summit organizers in creating a meaningful slate of CX speakers, discussions, and experiences.

As a pre-summit primer, we have created a guide of our key customer experience resources, covering everything from common buzzwords to CX tools you can download and add to your professional toolbox.

Everything You Need to Know about CX

CX is a broad topic with many different entry points. Our CX team created this list of common questions they receive, starting with the basics before diving into specifics around the importance of investment in CX and how to measure CX improvements.

Buzzwords Defined: CX Primer

If you work in the federal government, you are likely hearing more about CX than ever thanks to the President’s Executive Order and resultant increased focus from agency leaders. You are also hearing a lot of CX-adjacent terms — some of which may be unfamiliar. To ensure you’re up to speed, our team of CX experts has compiled a list of common CX buzzwords and insights for each one.

Customer Experience vs. Customer Service

While they sound similar — and are sometimes incorrectly used interchangeably — Customer Experience and Customer Service are very different. Picture a pie. Customer experience is the pie; customer service is one of the slices that make up the pie. With that metaphor in your mind, click through to learn more about how we define these concepts at The Clearing.

CX Insights for Federal Leaders

When we hear the phrase “customer experience,” we think of private-sector companies like Amazon that provide effortless services and anticipate what customers need next. However, we often overlook one of the biggest providers of customer experiences for the American public: the federal government. Read on for insights into how the federal government can harness technology pioneered in the private sector to better serve the American people.

Customer Personas

Getting to know your customers has never been more important, and creating customer personas is a great place to start. Once you’ve built your persona(s), you use it as a tool to better understand the larger customer journey and make necessary and targeted changes to support customer needs. You can download the personas template here.

CX Spark™

In the federal government, the importance of customer experience (CX) has risen significantly, especially following the President’s CX-focused Executive Order in 2021. CX Spark, The Clearing’s web-based customer experience assessment, evaluates your organization’s current level of CX maturity to understand how well it is meeting your customers’ needs by focusing on five critical focus areas. You can learn more about the assessment here.

In closing, we would be remiss to not mention one more CX resource: The Clearing’s team of dynamic consultants, advisors, and subject matter experts. No matter the customer experience challenge, they’re ready to help you achieve your goals. They’re also always ready to discuss CX opportunities — reach out whenever you’re ready.