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.

Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!

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Resources Mentioned:

• Citizen Services Newsletter
• 2024 Service to the Citizen Awards Nomination Form