This category contains information for Customer Experience Training.

Customer Experience: What it is and Why it is Important (Self-Paced)

Training Overview

Customer experience (CX) is everyone’s responsibility, and this course teaches how to put the customer, the people you serve, at the center of everything you do in order to build an improved CX that delivers the value, service, and efficiency the public expects and deserves.

Join us for a 35-minute pre-recorded session discussing the power and driving force behind customer experience (CX), how it positively impacts the public, and federal mandates driving CX forward.

Prerequisites: None. 
Target Audience: Anyone 
Program Duration: 1 day
Delivery Method: Web-based, self-paced. 

Usability Testing Demystified

Usability testing is the secret sauce for delivering great customer experiences, whether your customers are mariners, travelers, disaster survivors, noncitizens, agents, officers, first responders, other government entities, the general public, or DHS-internal users, you can use this method to test paper forms, digital forms, notices, letters, regulations, software user interfaces, web sites, communications, and more.  

Prerequisites: None
Target Audience: 
Program Duration: 1 day
Delivery Method: Web-based, self-paced. 

DHS Customer Experience (CX) Community of Practice (CoP)

Welcome to the DHS CX CoP!

Our goal is to create a space for learning, sharing, and innovation where members exchange ideas and best practices.  We aim to enhance expertise and drive positive impact through regular meetings and shared resources. We're excited to have you with us on this journey of improvement and growth and look forward to seeing you in the meetings.

Prerequisite: None
Target Audience: 
Delivery Method: Web-based