How to Build a Comprehensive CX Program

Improving the customer experience has been a federal focal point for several years now, but many organizations still struggle with turning basic goals like "better design" and "meet digital natives' expectations" into a practical program to improve CX.

In this GCN editorial webcast, GCN editors will speak with CX experts within government about what's worked for them, and how to make sure CX investments pay dividends across the enterprise. This discussion will cover:

  • The importance of journey mapping and understanding your customer
  • How to set measurable benchmarks
  • Getting buy-in for a comprehensive CX program
  • The expertise needed for CX work, and where to find it
  • CX for the internal customer
  • How the IDEA Act is driving CX improvement

Invited to speak:

  • Troy K. Schneider, General Manager, GCN & FCW


This is a Group Internet Based program:

CPE Accreditation: Program knowledge level is overview and there is no prerequisite education or advanced preparation required.
CPE Credits: 1
Field of Study: Information Technology

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