Federal agencies must prioritize partnerships to deliver exceptional customer experiences (CX), fostering trust and demonstrating enduring value. While collaboration is a cornerstone of government efficiency, developing and maturing a fully functional CX capability requires much more.
In today's rapidly evolving landscape, achieving Customer Experience excellence requires a structured approach. At Technical Assent, we recognize this need and have developed a CX capability model and assessment to provide a clear roadmap to help you navigate this journey.
One of the six components, Building CX Coalitions, encompasses fostering cross-functional collaboration and aligning stakeholders - both internal and external - around a shared vision of CX. This crucial factor strengthens efforts to enhance customer experience across the organization.
Key Elements to Building CX Coalitions
We’ve identified three essential elements for building coalitions to drive change through CX:
- Internal partnerships: Aligning on shared CX goals enhances program/service delivery, and collaboration across divisions improves CX effectiveness.
- External partnerships: Forming lasting, mutually beneficial partnerships with outside entities helps your organization enhance service delivery. This includes working with private partners, non-profits, and others in the public sector.
- Value proposition: Convincing stakeholders that a CX approach is essential for improving service delivery and program management helps build support for your customer-focused efforts.
Best Practices for Building CX Coalitions
There are many ways to engage others and build strong coalitions. Our teams excel at walking shoulder-to-shoulder with our clients and helping them to build partnerships with the diverse stakeholders within and across organizations. We’ve found these strategies to be most effective:
- Cross-program cooperation: Establish cross-functional teams dedicated to CX projects to enable a holistic approach to service design and delivery.
- Cross-agency collaboration: Effective CX requires collaboration across different agencies and other partners. Break down silos, find your allies, and foster a collaborative environment to ensure customer insights and feedback are shared and acted upon.
- Tie CX to your mission: Explain your value proposition – how CX is the key to delivering exceptional services to your customers.
Benefits of Leveraging Your CX Coalitions
Through the resources and influence of diverse stakeholders, you can streamline processes, eliminate redundancies, and deliver more effective and responsive services to the public.
Maturing how your agency delivers services can feel overwhelming. But our model and assessment tool are designed to assess where you are right now and provide incremental steps you can implement over time. Read more about methods to mature your CX in our next blog on Workforce Development and Engagement.
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