SPECIAL EDITION | EP 39: Reflecting on Government Customer Experience in 2023 ft Industry Leaders in Government Customer Experience

In this Special Edition Episode of The CX Tipping Point Podcast, Martha Dorris spoke to industry experts and practitioners in the field of Government Customer Experience (GovCX).  You will hear from:

• Mary Swartz, ICF Next
• Lee Becker, Medallia
• Rachel Schwind, ASI Government
• Amanda Chavez, NuAxis Innovations

This episode was recorded on the 2nd anniversary of Executive Order 14058, Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government.”  We discussed the impact that having a President’s Management Agenda and Executive Order that focuses on CX which has impacted the government’s focus, progress and maturity.  We also reinforced the importance of improved services to the public, to the government and its employees and to the country.  We delved deeper into progress made over the past five years, the governance models used in the government to drive improved services, the importance of service delivery to improving trust in government and the drivers of trust. We continued with understanding your customer, the business value of CX, and measurement. 

It was a lively and informative conversation with these industry leaders. Listen to a very real conversation about the benefits of improving government services.

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Resources Mentioned:

• Citizen Services Newsletter
• 2024 Service to the Citizen Awards Nomination Form