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 60 - The Total Experience’s Impact on Efficiency and Service Delivery at HHS featuring Avery Muse
In this episode of The CX Tipping Point, Martha Dorris sits down with Avery Muse, former Executive Director for IT Operations at the Department of Health and Human Services (HHS), to explore how he brought customer experience (CX) and employee experience (EX) together as a “Total Experience” at HHS.
With a career spanning defense, law enforcement, and health, Avery shares unique insights on service transformation in government. The conversation dives into his implementation of fusion teams, experience-level agreements, and a unified support portal, as well as efforts to modernize physical support locations and integrate omni-channel technology.
Martha and Avery also discuss the critical role of leadership buy-in, the link between employee engagement and service delivery, and best practices for measuring both operational and experience metrics.
Check out Avery’s recent NextGov Op-Ed on Total Experience, and connect with him at info@themusegroup.net or visit themusegroup.net.
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