Celebrate National CX Day with The Clearing

October 1 is National CX Day! While our team of experts is dedicated to customer experience (CX) every day, we’re excited to celebrate this special occasion. To mark the day, we’ve created a comprehensive primer on CX, featuring key concepts, popular buzzwords, and essential tools you can download to enhance your professional toolkit.

CX FAQs: CX 101

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 and CX and how to measure it.

Buzzwords Defined: CX Primer

If you are a federal government employee, you are likely hearing more about CX thanks to the President’s Executive Order and the resultant increased focus from agency leaders. You are also likely 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 put together a list of common CX buzzwords along with 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 think of customer experience, private sector giants like Amazon come to mind, known for their seamless services and anticipation of customer needs. However, one of the largest providers of services to the American public is the federal government. Our government agencies and leaders have undertaken an ongoing effort to improve customer experience, and seen much success along the way. Explore how the federal government can leverage technology innovations from the private sector to enhance its service to the American people here.

Customer Personas

Knowing your customers has never been more important, and creating customer personas is a great place to start. Once you’ve built your persona(s), 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. Learn more about how the assessment can support your path to CX maturity.

In closing, we would be remiss to not mention one more CX resource: our 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 connect — reach out whenever you’re ready.