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 52 - 2024 Year in Review of Government Customer Experience featuring Dan Barrett, Lee Becker, Amanda Chavez, MaryAnn Monroe & Mary Schwarz
In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with a panel of seasoned experts, customer experience (CX) practitioners, and thought leaders to explore their perspectives on what CX truly means. Martha describes CX as “a commitment to continual improvement, designed to create efficient and effective government services that align with the agency’s mission and address the needs of its customers.”
To set the stage, we provide a brief overview of CX’s evolution in government over the past two administrations and discuss expectations for its future trajectory.
Our guests include:
- Dan Barrett, Guidehouse
- Lee Becker, Medallia
- Amanda Chavez, NuAxis
- MaryAnn Monroe, Maximus Federal Services
- Mary Schwarz, ICF
Tune in to gain insights on:
- The maturity of CX within the federal government
- Challenges and successes in implementing CX strategies
- Governance structures that support CX initiatives
- The intersection of Customer Experience (CX), Digital Experience (DX), and Employee Experience (EX)
We also share actionable recommendations for the next administration to continue advancing the quality of government services for American citizens.
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