NYX Updates
The Office of Customer Experience is sharing updates about efforts being taken by state agencies to better serve New York residents through the New York Experience (NYX). See highlights below or check out the complete list of NYX blogs, news, and case studies.
Read the Latest
CX Accomplishments Across New York State
February 19, 2026In 2025, New York State focused on making government services more dependable, easier to navigate, and faster to access.
From State of the State to Cutting Red Tape
January 30, 2026Governor Hochul delivered her annual State of the State address in Albany outlining a clear roadmap to making government work better for New Yorkers.
Inside the NYS Digital Innovation Lab
January 15, 2026The NYS Digital Innovation Lab was created to bring people together across agencies who are navigating similar challenges and priorities across digital platforms for state government.
Measuring Customer Satisfaction
December 12, 2025Measuring customer satisfaction helps agencies understand how customers experience interactions with New York State, and why that understanding is essential to serving New Yorkers better.
Why Benchmarking Matters When Improving Service Delivery
November 5, 2025Across New York State, agencies are already tracking performance like backlogs, processing times, call volume, error rates, and staffing levels. Customer experience benchmarking builds on that foundation by adding one missing piece: how those systems actually function for the people using them.
Building Better Experiences at the NYX Summit
October 2, 2025On September 30, more than 250 employees from 54 state agencies gathered at the Empire State Plaza for the first New York Experience (NYX) Summit.
NYX in the News
NY Expands Liquor Licenses to Boost Hospitality Venues
September 24, 2025The New York State Liquor Authority is expanding the categories for who can apply for liquor licenses.
The NYS Forum Welcomes Attendees at Annual Meeting
September 19, 2025The NYS Forum held its 39th Annual Meeting on September 19th with over 300 government and corporate members attending.
Address ‘Monumental’ Tech Debt The Right Way: With CX Front and Center
April 23, 2025Improving the customer experience by reducing “technical debt”-- the losses experienced when organizations go for quick technological solutions that have long-term downsides.
Case Studies and Project Highlights
Eliminating the MWBE Backlog
March 29, 2024How the Division of Minority- and Woman-Owned Business Development Eliminated a Years-Long Backlog of Applications
IRS Direct File Partnership
April 1, 2024The 2024 Direct File pilot demonstrated that adapting modern software best practices into government could create an easy, quick, and straightforward way to file state taxes.