Customer Experience Principles

Date

2023-06-30

Author

Williams, Sylvie; United States Department of Labor

Abstract

The article emphasizes customer experience (CX) principles, particularly in unemployment insurance (UI) programs. It advocates human-centered design and outlines key CX factors, including mobile usability, accessibility, non-digital support, and plain language instructions. The US Department of Labor provides support to states for CX improvement.

Link to Resource

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URI

http://hdl.handle.net/20.500.11941/4938

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