Customer Experience in Washington State

What is CX?

Customer experience (CX) is a shared mindset that spans programs, roles, and agencies. Whether designing a service, writing a policy, or answering a phone call, we all shape how government feels to the people we serve. CX isn’t new—many agencies are already applying these principles. What’s new is a statewide push, through Executive Order 25-06, to make it easier for residents to access public services and information.

Download these one-pagers to get an overview of how we approach CX in Washington State.