EP 10 - Robert Shea: Insights on the Importance of Customer Experience from a Senior Executive

In this episode of The CX Tipping Point Podcast, Martha Dorris chats with Robert Shea, National Managing Principal at Grant Thornton, formerly at the Office of Management and Budget. Robert provides his advice and recommendations from his many years as an executive in both government and industry.  He provides insights to both political appointees and career public servants on how to effectively work together to achieve a common mission.  Robert talks about how as much has changed, much has stayed the same in terms of assessing progress and improvements to major programs. His insights are important to understand how executives perceive and understand customer experience and the importance of customer experience to improving employee engagement and improving trust in government.  Robert’s expertise in oversight of major government programs and using data to understand and improve programs makes his insights particularly valuable.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!Stay Connected:Follow us on social media:LinkedIn: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned:Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form