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 53 - Transforming the Journey for First-Time Filers: How the IRS is Elevating Customer Experience featuring Angela Render
In this episode of The CX Tipping Point Podcast, we’re joined by Angela Render, Branch Chief for IRS Content Strategy and a 2024 Service to the Citizen Award Winner. Angela dives into how the IRS is transforming its digital presence to elevate taxpayer experiences.
She offers an inside look at her team’s groundbreaking efforts to support first-time filers, utilizing data, human-centered design, and strategic content updates. Gain insights into the challenges of managing a website with over 3 billion annual views, the creative use of personas like "Leslie," and the power of collaboration in driving meaningful change. This episode is a must-listen for anyone passionate about CX innovation and the future of government services!
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