The General Services Administration on Monday announced two Technology Modernization Fund awards for IT modernization projects focused on customer experience. Through the TMF, the agency has allocated ...

Whenever you design a sample for a CX project, you lay an indispensable foundation for creating reliable and functional insights for your organization. For too many, improving customer experience ...

The White House released details about two cross-agency customer experience projects meant to improve how the government provides benefits and services in the latest update on the President's ...

Having technologists on the team assessing potential projects and active TMF investments has been a key change over the past year, program leaders told FCW. Last week, the Office of Management and ...

Customer engagement is a top priority at businesses—and for good reason. Consumers say they will tolerate three bad experiences before leaving the company for good. That may help to explain why 65% of ...

Last week, the Office of Management and Budget and General Services Administration announced that $100 million from the Technology Modernization Fund would be designated for projects tied to customer ...

The General Services Administration (GSA) building is pictured in Washington, D.C., Nov. 21, 2016. (SAUL LOEB/AFP via Getty Images) OMB and GSA have designated $100 million of the Technology ...

Are you in a constant project mindset where deadlines and milestones are the priority? Time to shift to a product mindset. If your IT organization isn’t delivering value for its customers — or is ...

Every contact center transformation begins with inspiration, an identified need, a promise of improved efficiency, or improved customer engagement in mind. Excitement builds across the organization as ...

Customer experience (CX) design is an evolving and expanding area of focus for organizations worldwide. In recent years, companies have begun aggregating data through Voice of the Customer (VoC) ...