The One with the HUD CX Leader

Amber Chaudhry, Customer Experience Leader and Strategist at the U.S. Department of Housing and Urban Development & the Co-Founder of Muslim Americans in Public Service (MAPS) joins the show to discuss the need for government to focus on personalizing experiences at scale while still delivering empathy in every touchpoint. We also talk about some of her biggest challenges she has faced on delivering effective CX programs at various agencies and how data and human-centered design is at the heart of the programs she is rolling out at HUD.