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.

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

Sometimes the biggest inspirations come in the form of blog posts. Earlier this month, Melinda French Gates posted an article on the Bill and Melinda Gates Foundation website that made my heart pitter-patter. It was so inspirational that I recommend every government #CX pro moves it to the top of their own reading list: Link . “…after three years of prototyping, digesting 1,800 pages of federal and state regulations, prototyping again, and pilot testing, Michigan rolled out

President Biden’s new executive order (EO) on customer experience lit up the social streams like nothing I’ve seen in quite some time. That made me happy. It’s no secret that I’m a fan of the CX work being done in government—all governments. I held one of the U.S. federal government’s first agency-level CX leadership roles way back when… during the Obama administration. Since leaving government, I’ve advised colleagues and clients on the technicalities of U.S. federal govern

When you make customers jump through hoops, negative things are bound to happen. One of those negative things is customers eventually stop jumping. When that happens, it shouldn’t be any big surprise. That is the main point of Cass Sunstein’s book , Sludge: What Stops Us from Getting Things Done and What to Do About It. The book rarely mentions the word “customer.” But make no mistake. The book’s 153 pages are about the many ways in which sludge—those pesky hoops that compani

Podcasts, blogs, reports, and books are great for staying sharp on the fundamentals and trends in customer experience management (CX). On...

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

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...