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Recent Articles

Three keys to strengthening citizen trust

Citizen trust in the government is near an all-time low. The President’s Management Agenda (PMA), released March 20, not only acknowledged this issue—it…

Making Scripts Understandable Is as Easy as A-E-I-O-U

The caller is onboard. The customer service representative (CSR) is onboard. And it’s your job to roll out a script…

Federal Centers of Excellence, Improvements in CX are on Track

By Cal Shintani, Chief Growth Officer, HighPoint Global The federal government is making progress on the customer experience (CX) goals laid out…