Why GX?

Photo by Brandon Romanchuk on Unsplash I originally published this post on Medium. I copied it here in May 2024 to keep it alongside my other content. Whether you call it… GX (Government Experience) GovCX (Government Customer Experience) CX (Customer Experience) …or some variation therein, the point is to design backwards from the customer (citizen) experience … Continue reading Why GX? →

Not everyone on your team can be a “red shirt” (and that’s okay)

I originally published this post on Medium. I copied it here in May 2024 to keep it alongside my other content. We completed some interviews last week. And in response to one candidate, I sent the following image to a fellow interviewer: Jean-Luc Picard would like a promotion. My “Picard in the blue shirt” reference … Continue reading Not everyone on your team can be a “red shirt” (and that’s okay) →

Recommendations for GX focus, development, and accountability

I originally published this post on Medium. I copied it here in May 2024 to keep it alongside my other content. Back in June consultant (and former GSA administrator) Martha Dorris (Dorris Consulting International) provided testimony in a Congressional hearing on development of Customer Experience (CX) and summarized her commentary (PDF) with some specific recommendations … Continue reading Recommendations for GX focus, development, and accountability →

Reinvention

I’m not starting over. But I am starting again. Photo by Jukan Tateisi on Unsplash I originally published this post on Medium. I copied it here in May 2024 to keep it alongside my other content. I’ve been working professionally, full-time, since 1995. In those nearly 30 years I’ve worked in escalating roles across countless industries: education, … Continue reading Reinvention →