Latest Updates
Every month, our team posts updates on our work, best practices or progress. Please visit this page often to see the latest information on the Centers of Excellence.
November 02, 2023
CUSTOMER EXPERIENCE
Federal CX Summit to be Held Virtually November 16
September 06, 2023
ARTIFICIAL INTELLIGENCE
Artificial Intelligence Training Series for Federal Employees
June 23, 2023
ARTIFICIAL INTELLIGENCE
The Applied AI Healthcare Challenge
September 19, 2022
INNOVATION ADOPTION
Innovation Adoption Workshop Series Asks, ‘Is Your Culture Ready for Change?’
August 08, 2022
CUSTOMER EXPERIENCE
A Holistic Approach to Service Delivery: Customer Experience (CX) CoE asks, ‘Are your customers at the center?’
July 20, 2022
DATA AND ANALYTICS
Demystifying Data Governance: Data & Analytics CoE event asks, ‘How do you manage your data?’
June 30, 2022
CUSTOMER EXPERIENCE
Announcing the CX Maturity Model
June 10, 2022
INNOVATION ADOPTION
Announcing Strategic Foresight 101: Guide to Futures Methods for Government
April 20, 2022
ARTIFICIAL INTELLIGENCE
Announcing the Applied AI Challenge
October 06, 2021
CLOUD ADOPTION
GAO Covid-19 Vaccine Tracker Dashboard
October 28, 2020
ARTIFICIAL INTELLIGENCE
How We Measure AI Readiness
October 19, 2020
DATA AND ANALYTICS
Ten Plays of Our Data & Analytics Approach
October 08, 2020
CUSTOMER EXPERIENCE
Thirteen Plays of Our Customer Experience Approach
October 08, 2020
CONTACT CENTER
Fifteen Plays of Our Contact Center Approach
September 23, 2020
INFRASTRUCTURE OPTIMIZATION
Ten Plays of Our Infrastructure Optimization Approach
September 22, 2020
CLOUD ADOPTION
Nine Plays of Our Cloud Adoption Approach
August 13, 2020
DATA AND ANALYTICS
Ten Plays of Our Data & Analytics Approach
March 17, 2020
ARTIFICIAL INTELLIGENCE
How to Avoid the Red Queen Effect
February 14, 2020
DATA AND ANALYTICS
Establishing Data Governance, Step Three of the Data and Analytics Center of Excellence Approach
January 23, 2020
CUSTOMER EXPERIENCE
HCD, UX, and CX: Why Their Differences Matter and Why They Don’t
January 22, 2020
DATA AND ANALYTICS
Building an OCDO, Step Two of the Data and Analytics Center of Excellence Approach
January 14, 2020
DATA AND ANALYTICS
Preparing for the OCDO: The HUD Experience
December 18, 2019
CUSTOMER EXPERIENCE
The OneUSDA Ecosystem: Visualizing the Connections Between USDA Customers, Services, and Agencies
December 17, 2019
CUSTOMER EXPERIENCE
HCD: Focusing on People to Solve IT Problems
November 13, 2019
CUSTOMER EXPERIENCE
USDA Chatbot Prototype: Using Artificial Intelligence to Connect Customers to Knowledge at Scale
October 28, 2019
CUSTOMER EXPERIENCE
The Journey to Affordable Housing for Seniors
October 07, 2019
DATA AND ANALYTICS
How to Prepare for the OCDO, Step One of the Data and Analytics Center of Excellence Approach
September 24, 2019
CUSTOMER EXPERIENCE
Bringing Together CX and the Integrated Digital Experience Act to Modernize USDA Web Experiences
August 19, 2019
CONTACT CENTER
5 Key Components of Contact Center Performance
August 05, 2019
CLOUD ADOPTION
Intelligent Data Extraction Enables Agencies to Shift from Analog to Digital
July 12, 2019
DATA AND ANALYTICS
Using USDA Datasets to Address Water Management Challenges at the IoT World Hackathon
June 25, 2019
DATA AND ANALYTICS
The OCDO, Coming to an Agency Near You
May 28, 2019
CONTACT CENTER
How to Measure Contact Center Performance
May 01, 2019
CUSTOMER EXPERIENCE
How Do You Use a Journey Map?
April 24, 2019
CUSTOMER EXPERIENCE
How Do You Read a Journey Map?
April 17, 2019
CUSTOMER EXPERIENCE
What Is a Customer Journey Map?
March 27, 2019
CUSTOMER EXPERIENCE
An Overview of the Customer Experience (CX) CoE Activities and Progress at USDA
March 14, 2019
CENTERS OF EXCELLENCE
CoE's New RFQ Reflects Industry Feedback
January 31, 2019
CENTERS OF EXCELLENCE
GSA Seeking Feedback on Next Iteration of Acquisition Strategy for Centers of Excellence
October 16, 2018
IT Modernization Centers of Excellence Case Study
September 25, 2018
GSA, HUD Partner In Centers of Excellence Initiative
September 18, 2018
CUSTOMER EXPERIENCE
CX Strategy: Customer Service and Customer Experience - What's the Difference?
August 20, 2018
DATA AND ANALYTICS
REE Key Performance Indicators Development
August 17, 2018
CUSTOMER EXPERIENCE
Customer Journey Analysis for the USDA Direct Farm Loans Program
August 03, 2018
CUSTOMER EXPERIENCE
In the Field for Farm Loans Customer Research
June 09, 2018
CENTERS OF EXCELLENCE
Register for our Phase II Industry Day
May 23, 2018
CLOUD ADOPTION
Creating a Cloud First Organization
May 22, 2018
CUSTOMER EXPERIENCE
Update from Hollis, Oklahoma
May 21, 2018
DATA AND ANALYTICS
Tell Sonny Dashboard
May 21, 2018
CUSTOMER EXPERIENCE
Farm Loan Personas
May 18, 2018
CONTACT CENTER
Tell Sonny Initiative
May 17, 2018
INFRASTRUCTURE OPTIMIZATION
18 Data Centers Closed
May 17, 2018
CUSTOMER EXPERIENCE
The Journey Map Process
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