Metrics and measurements are nothing new in government. But until recently, customer experience measurements have been viewed as a "nice to have," rather than a necessity. For many agencies, OMB Circular A-11 Section 280 brings necessity to measuring and reporting publicly on customer experience.
- Measurement as a core function of OMB A-11 Section 280
- The difference between experience metrics (X-data) and operational metrics (O-data)
- How agencies are mixing X-data and O-data within their public performance reports
- How to choose customer experience metrics that matter for your agency
Join us to hear from Stephanie Thum, CCXP, Chief Advisor for Federal CX at Qualtrics. Stephanie is the former VP of Customer Experience for the Export-Import Bank of the United States, a federal government agency. While at EXIM Bank, Stephanie developed a framework for measuring and reporting customer experience metrics that was recognized as one of the most advanced efforts in the federal government.
Register today to learn more about successful customer experience measurement frameworks.
