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Customer Experience

Evolving goals, changing metrics, growing pains: every leader will face moments that require a shift in strategy. How your organization strategically adapts to today’s changes set the tone for the future.

Challenge

As society’s needs evolve, government agencies must rise to meet new customer demands. Across government, only 21% of today’s customer needs are met on the first attempt. Eventual resolution often comes via more expensive channels such as phone calls and in-person visits.

Solution

We put the end-user at the center of our process — because if you don’t consider your customer when developing a product or service, you may end up wasting precious funds on something that doesn’t serve its intended purpose.

Adopting a Customer Experience (CX) focus will help your organization create a more satisfying employee experience, reduce frustration for customers, and become better stewards of taxpayer dollars.

To achieve these outcomes, our teams push the boundaries on what is possible for our clients and use CX tools like Customer Personals and Human-Centered Discovery to ensure effective results. For our federal partners, we help you develop the right CX strategy to improve customer satisfaction scores and employee engagement while moving toward Office of Management and Budget (OMB) and Cross-Agency Priority (CAP) Goal compliance.

Our CX service offerings include support in the following areas:

  • Brand & Identity
  • CX Organization Design
  • CX Transformation & Change
  • CX Strategy
  • Data & Research
  • IT Modernization
  • Product Development

So many strive to make a difference in one's life; your company has made a difference in millions of lives. Our agency would not be able to successfully transform the way we operate without your focus on delivering greater value to the American public and your expertise in customer experience and organizational change.

SES, Large Federal Civilian Agency