EP 52 - 2024 Year in Review of Government Customer Experience featuring Dan Barrett, Lee Becker, Amanda Chavez, MaryAnn Monroe & Mary Schwarz

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, GuidehouseLee Becker, MedalliaAmanda Chavez, NuAxisMaryAnn Monroe, Maximus Federal ServicesMary Schwarz, ICFTune in to gain insights on:The maturity of CX within the federal governmentChallenges and successes in implementing CX strategiesGovernance structures that support CX initiativesThe 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!Stay Connected:Follow us on social media:LinkedIn: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned:Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form