Learning about customer experience (CX) is a shared journey across New York State. As we deepen our understanding of CX, it’s helpful to separate fact from fiction. Clarifying common myths helps ensure everyone is working from the same foundation and can fully leverage CX to better serve New Yorkers.
Myth #1: We already know what people need
Agency teams have deep expertise about programs and policies, which is invaluable. However, knowing a service from the inside doesn’t always translate to understanding how users experience it. CX encourages teams to step into the user’s shoes and explore their real-life interactions with the service. This can uncover unexpected challenges or areas of confusion that are easy to overlook internally. For example, instructions that seem clear to staff might be misunderstood by users, or a form design that works in theory might create barriers in practice. Gathering user feedback and testing processes help reveal these issues and guide meaningful improvements.
Myth #2: We don’t have time for this
Implementing CX improvements may seem like additional work, but the opposite is often true. Investing time to simplify forms, clarify instructions, or streamline processes typically reduces errors and the need for follow-up. Clear communication lowers the number of calls and emails requesting help. Making services easier to use speeds up processing times and reduces bottlenecks, freeing up staff to focus on higher-value tasks. Over time, these efficiencies create a more manageable workload and better outcomes for both users and agency teams.
Myth #3: CX is just another word for customer service
Customer service is just one piece of the puzzle—an important one, but not the whole picture. Customer experience is the full journey a person has with your organization, from their very first interaction to their final outcome. It’s shaped by every touchpoint: how easy it is to find the right information, how clear your forms and communications are, how fast and fair the process feels, and yes, how helpful your staff are when someone reaches out for support.
When we focus only on customer service, we’re reacting to issues that have already surfaced. But when we focus on customer experience, we have the power to design better systems from the start, reducing confusion, building trust, and delivering real results. This proactive approach not only improves efficiency but also shows that people’s time and needs are valued. By enhancing the entire journey, we set the stage for more successful interactions and a deeper level of trust with the public.
Myth #4: CX is the responsibility of one team or office
Effective customer experience cannot be owned by a single team. It requires collaboration across departments and roles within an agency. Program staff, IT, communications, policy teams, and leadership all influence how services are designed and delivered. Each interaction a customer has reflects the combined efforts of these groups. When CX becomes part of everyday work and is supported at every level, agencies can create more cohesive and consistent experiences. This collective responsibility ensures that improvements align with mission goals and serve New Yorkers effectively.
Myth #5: CX is only about digital services
It’s common to think customer experience is mainly about websites and online tools. While digital services are a critical part of how people interact with government today, CX covers every interaction point. That means the phone calls people make, letters they receive, in-person visits, and mailed documents.
Often, individuals move across these channels as they complete a service. For instance, someone might begin an application online but may need assistance from a call center or visit an office to finalize details. Exclusive focus only on digital solutions, while overlooking the physical experience, misses the chance to improve the overall journey and create seamless, consistent experiences at every touchpoint.
Customer experience is a practical approach to designing government services that are easier to use and more effective. By understanding these myths, agency teams can focus on what matters—delivering clear, fair, and efficient experiences that serve every New Yorker well.