Customer Experience (CX)

People listening to a speaker at a conference

Coleman provides CX services to help government agencies and commercial firms understand and improve the customer experience for internal and external customers.  Our CX Teams develop maps to provide an overview of the entire customer experience. We examine internal processes, regulations, and IT systems to help clients identify gaps and points in the experience that are disjointed or painful.  The end results are used as a road map for improvement, which may take the form of new processes, training tools, better communication and marketing, and enhanced IT systems.

Capabilities, Tools, And Services

  • Customer Journey Analysis
  • Internal Communications
  • Outreach and Communications Materials
  • Stakeholder Surveys/Interviews
  • Prioritization and Planning
  • Project Planning
  • Research and Synthesizing
  • User Experience Design
  • User Struggle Identification & Resolution
  • Workflow Mapping
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Case In Point: SBA Customer Mindful Culture

The Office of Management and Budget (OMB) issued guidance set under Circular A-11 Section 280 to help federal agencies manage the customer experience (CX) and improve service delivery to organizations identified as High Impact Service Providers (HISP).  The Small Business Administration (SBA) has contracted with Coleman. to help enhance the overall Agency’s CX and capabilities and establish itself as a more CX-mindful culture.

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