EP 53 - Transforming the Journey for First-Time Filers: How the IRS is Elevating Customer Experience featuring Angela Render

In this episode of The CX Tipping Point Podcast, we’re joined by Angela Render, Branch Chief for IRS Content Strategy and a 2024 Service to the Citizen Award Winner. Angela dives into how the IRS is transforming its digital presence to elevate taxpayer experiences.She offers an inside look at her team’s groundbreaking efforts to support first-time filers, utilizing data, human-centered design, and strategic content updates. Gain insights into the challenges of managing a website with over 3 billion annual views, the creative use of personas like "Leslie," and the power of collaboration in driving meaningful change. This episode is a must-listen for anyone passionate about CX innovation and the future of government services!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