Shows
The CX Tipping Point®EP 52 - 2024 Year in Review of Government Customer Experience featuring Dan Barrett, Lee Becker, Amanda Chavez, MaryAnn Monroe & Mary SchwarzIn 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...2024-12-031h 45The CX Tipping Point®EP 7 - Dan Barrett: Learn from a CX Early Adopter at the US Postal ServiceIn this episode, Martha Dorris interviewed Dan Barrett, a CX Evangelist at Grant Thornton, who began his customer experience journey at the US Postal Service by focusing on customer insights. Learn about the importance of customer insights; quality, reliable data; balancing the interests of different customer groups; how to create a voice of the customer program; and workshops to determine the path forward. What was the USPS’ burning platform? How do you align the leadership on customer values? How do you bring transparency to customer issues? How does customer experience play into building trust? If you’re in CX, learn f...2021-06-1439 min