Customer Experience (CX) Solutions

Customer Experience (CX) Solutions

At RELI, our Customer Experience (CX) team is a powerhouse of experts in CX, human-centered design (HCD), user experience (UX) and user interface design (UI). Our expertise also extends to graphic design; communications; data analysis; diversity, equity, inclusion and accessibility (DEIA); and Learning and Development. With decades of experience collaborating with federal agencies, we are dedicated to enhancing customer experience solutions, improving the lives of the American public and restoring trust in government services.

CX Team: Mission

Our mission extends beyond enhancing the public’s trust in government by centering customer experience solutions. We recognize that a positive Employee Experience (EX) is vital to achieving this mission. By fostering a supportive, inclusive and innovative work environment, we empower our team to deliver their best work, which directly translates to better outcomes for the public. Additionally, we help agencies build the infrastructure necessary to mature and improve their own employee experiences, ensuring that their teams are well-equipped to meet the evolving needs of the public.

Our success is rooted in a collaborative approach that values both our customers and our employees. We partner closely with our clients to understand their unique needs and challenges, enabling us to anticipate changes and adjust priorities effectively. Whether working within a limited budget or managing more extensive resources, we deliver high-quality, timely results that make a real difference. By focusing on both customer and employee experience, we ensure that every project is aligned with your goals and constraints, guaranteeing impactful outcomes every time.

CX Team: What We Do

  • Directly support the implementation of the 21st Century Integrated Digital Experience Act (IDEA), Executive Order (E.O.) 14058, Office of Management and Budget (OMB) Circular A-11 Part 6 Section 280: Federal Customer Experience Guidance, and OMB Memorandum M-23-22: Delivering Digital-First Public Experience.
  • Understand and map your customer and employee ecosystems, providing support to establish strong cross-office and cross-agency relationships that foster collaboration, constituent-focused programs and a positive work environment.
  • Systematically identify both customer and employee experience challenges through intelligence gathering, aligning recommended solutions to your agency’s strategic priorities and applicable Executive Orders and guidance.
  • Employ existing tools, technology and resources within your agency whenever feasible, avoiding the introduction of potentially costly alternatives, while enhancing both customer and employee satisfaction.
  • Collaborate with our RELI colleagues, leveraging their specialized expertise in both agency-specific nuances and cutting-edge technologies, to deliver tailored, timely technical integrations, such as artificial intelligence (AI) and robotic process automation (RPA), uniquely designed to meet the needs of your agency and its workforce.

CX Platform Implementation Services

Customer Intelligence

• Voice of the Customer (VoC) and Voice of the Employee (VoE) Program Development and Sustainment
• Journey Mapping and Persona Development
• Qualitative and Quantitative Research, including Survey Development and Implementation
• Interview and Focus Group Facilitation
• Root Cause Analysis
• Market Research

Digital Customer Experience Strategy

• Strategic Planning and Alignment
• Roadmap Development and Implementation
• Pilot Development and Implementation
• Quality Management
• Stakeholder Engagement and Communication

Metrics, Measurement and Return on Investment (ROI)

• Data Identification, Collection, Baselining and Benchmarking
• Key Performance Indicators (KPI) Development and Analysis
• Data Visualization and Dashboard Development

Experience Design, Implementation and Innovation

• Design Strategy Development and Implementation
• Human-Centered Design and Design Thinking
• Service Experience and User Experience (UX) Design
• Web and User Interface Design
• Graphic and Information Design
• Inclusive, Equity-Centered, 508 Compliant Design

Organizational Alignment

• CX Vision Development
• Change Management
• Instructional Design and Training Delivery
• Knowledge Management Implementation
• Maturity Model Development and Sustainment