The CX Tipping Point®
The CX Tipping Point® Podcast was launched to increase the awareness of how the business discipline of customer experience can improve the delivery of government services. How can we leverage the best practices in the commercial industry within the constraints of government. We are bringing you the only podcast focused on improving the experience that citizens, businesses and governments have when interacting, engaging and transacting with the government.
The CX Tipping Point®
EP 29 - Balancing Cybersecurity and CX in the Delivery of Digital Services featuring Cybersecurity & Customer Experience SMEs
With the drive towards delivering digital experiences, cybersecurity and customer experience have become interdependent. It’s critical that both of these disciplines are leveraged to achieve the ultimate experience for customers, whether they are employees, retirees, seniors, the public, or other agencies. Customer experience is the perception that your customers have when interacting with your organization. This experience is driven by the ease, efficiency and usefulness of the interaction along with the important trust factor. Trust is built by securely delivering day in and day out what you promise, while protecting the customers privacy.
Today we will explore how cyber and customer experience are both critical and necessary to be integrated to build trust in government. In this session, you will learn:
- How cybersecurity services can improve through the adoption of a customer-centric mindset and through CX strategies and practices
- How agencies can learn from their cyber best practices when integrating these CX strategies and practices
- The importance of balancing cyber and CX when designing and developing systems and services
Learn from Jonathan Kraden, Customer Experience Section Chief at the Cybersecurity and Infrastructure Security Agency; and Joe Jeter, Senior Vice President, Technology, John Mandell, Managing Director, National Security Practice, and MaryAnn Monroe, Senior Director for Total Experience Services and Solutions from Maximus Federal.
This episode is sponsored by Maximus Federal.
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