Learn how to improve and gain CX skills with At-Your-Own-Pace lessons and live group webinars. Stay up to date on DHS customer experience initiatives and milestones. Learn how to …

We build CX capacity and human-centered expertise across DHS. We establish and strengthen a culture of human-centered design and decision-making. We lead and oversee long-term …

Mar 20, 2025 · Interested in what CX initiatives are happening within the CXD and across DHS? Come learn what teams are doing and how you can get involved with learning or advancing …

By prioritizing customer experience (CX), DHS is improving the way it serves its customers. This helps reduce the burden on the public and builds trust between the public and the …

Oct 15, 2024 · Headed by Executive Director Dana Chisnell, the CX Directorate leads the delivery of easy-to-use, accessible and responsive tools to DHS customers. Chisnell will convene with …

Dec 8, 2023 · Federal customer experience (CX) officials from the Department of Homeland Security (DHS) said this week that CX capabilities are finally starting to “take root” across the …

3 days ago · “Over two and a half years, the CX team at DHS institutionalized customer experience functions that drive human-centered service design. Where in 2022 there was a …

Jan 31, 2023 · Through these interactions, DHS imposes over 190 million hours of "paperwork" burden on the public each year. Reducing this burden, or eliminating "time taxes" is a key …

Jun 13, 2024 · What Is Customer Experience (CX)? Customer experience (CX) is the sum total of all interactions between an organization and a customer. Interactions are made up of …

Jul 27, 2023 · To help handle the massive amount of public interaction, DHS launched a new initiative, called the Customer Experience (CX) Directorate, which aims to synthesize, manage …