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  • Digital & Marketing

Customer Experience: Broadening User Experience to Make Real Impact Possible

At ICF, our researchers are on the forefront of developing strategies to improve customer experience (CX), a relatively new term in the government-sector conversation. While user experience has long been recognized as an important part of IT development, looking holistically at the entire customer experience is emerging as a way we can help our clients do more and make a real impact at every customer touchpoint.

This one-page overview from ICF offers high-level insights into the basics of CX, and how clients can use ICF’s approach to deliver on their most ambitious goals.


About the Authors

Stacy Surla

Stacy Surla

User Experience Lead

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