The U.S. Department of Commerce is excited to celebrate the first graduating class of Customer Experience (CX) Champions and CX Advocates.

These 50 graduates are the Department’s newest champions and advocates for improving CX. They successfully completed industry-leading customer experience curricula provided to the Department by Forrester Research, Inc. Representing nearly every bureau and most headquarters offices, these Commerce employees have developed new skills that prepare them to make our Department’s services easier, faster, and more effective for the American public.

• 28 CX Champions completed six advanced workshops tailored specifically to the Department’s mission. This training developed participants’ skills in leading CX projects and collaborating as a cohort to build CX capacity across the Department.
• 22 CX Advocates completed six online trainings and were awarded Forrester’s Mastering Customer Experience credential. This training developed participants’ skills to support CX projects and build CX capacity within their office or program.

Upon completing this training, graduates reported increased confidence that they would apply their newly acquired CX knowledge and skills. They said they are now more likely to advocate for CX with senior leadership, better understand customer needs, and sponsor or lead a CX improvement project.

Looking Forward

These graduates will now play a foundational role in establishing and expanding the Department’s emerging CX Community of Practice. They will help strengthen the Department’s customer-centric culture and deliver results supporting Strategic Objective 5.3: Equitably deliver exceptional customer experience in the 2022-2026 Strategic Plan. In the coming months, the Department will announce the application process to join the FY 2025 cohort of CX champions and advocates.