Sludge is more than a nuisance. It's a communication choice made by leadership. Sometimes it isn't intentional. Sometimes it is.

While government agencies aren’t profit-driven, their leaders are still often held to business standards that mirror those in the private sector. That's why CX matters to everyone.

Updated December 21, 2024 Customer experience (CX) has had its share of highs and lows in 2024—a roller coaster ride of triumphs that...

The White House's New Time is Money Memo Spotlights Bad CX But Isn't the Regulatory Crackdown Some Hoped For

Hello, friends and colleagues! Almost three years after publishing my Dictionary of U.S. Federal Government Terms, Phrases, and Acronyms,...

Sometimes the biggest inspirations come in the form of blog posts. Earlier this month, Melinda French Gates posted an article on the Bill...

President Biden’s new executive order (EO) on customer experience lit up the social streams like nothing I’ve seen in quite some time....

When you make customers jump through hoops, negative things are bound to happen. One of those negative things is customers eventually...

By Stephanie Thum, CCXP Show of hands. Who’s setting business priorities for 2022? How the world understands customer and employee...

The White House's updated CX accountability framework adds equity and updates the definition of CX in the U.S. federal government. Here...

Too many rules and too much sludge can lead to a host of negative employee and customer experiences. Sludge audits can help attach a...

Surprise! I never expected in a million years that my little Dictionary of U.S. Federal Government Customer Experience Terms, Phrases,...

This blog post is sponsored by Pegasystems. Peace out, PegaWorld 2021! Your virtual event gave us colorful branding, lively...

Hello, friends and colleagues! I have some news about one of my recent projects! Dictionary of U.S. Federal Government Terms, Phrases,...

When Wendy Beban and her team got the chance to slash some red tape for the citizens and employees of Auckland, New Zealand, they charged...

There’s no shortage of special interest groups in the U.S. that want to get the attention of the Biden-Harris administration right now....

This blog post is sponsored by Pegasystems. Can we talk about red tape for just a minute? Because government is well-known for adding it...

One of my most admired old bosses, a government agency leader, had a saying. “’Sometime next week’ is not a deadline! Be specific! What...

Here’s the thing about customer experience wins in government: They’re rare. And when they do happen, they’re usually not as sexy as...

If you've ever had to wait in line to pay longer than you spent actually shopping in a store, then you know there are few, if any...