In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with the Acting Chief Customer Officer at the US General Services Administration. Camille Tucker has worked in the Chief Customer Office since 2018 and currently is dual hatted as the Lead for their Voice of the Customer Program and the Acting Chief Customer Officer. For anyone planning to create a Chief Customer Office, Camille shared how the office was originally funded and created, its current funding strategy, how the organization is structured, their primary goals, interesting staffing strategies and lessons learned over the past eight years.
GSA’s Chief Customer Office was one of the first customer offices created to focus on customers. Over time, they have trained many GSA employees on design thinking and have focused on their digital properties and addressing issues addressed in 21st Century Integrated Digital Experience Act (IDEA). Now, five years after IDEA was enacted, OMB has released guidance on “Delivery Digital First Public Experiences.” Learn how the guidance has impacted GSA.
Learn more about the future goals and strategies in GSA’s Chief Customer Office.