All Episodes

EP 71: Transforming Trust: How USPTO is Redefining Customer Experience featuring Charles Thomas

EP 70: From Policy to People: Transforming Service at the Social Security Administration featuring Michelle Filicetta & Laura Walker

EP 69: Building a Smart City from the Ground Up: Brownsville’s Transformation featuring Jorge Cardenas

EP 68: Building Citizen-Centric Digital Services Across Europe featuring Frank Leyman

EP 67: Serving Veterans through Committed Senior Leadership featuring Dr. Paul Lawrence

EP 66: From Quicksilver to Now & Beyond: Lessons in Government Digital Transformation featuring Mark Forman

EP 65: 2025 Year-End Review: CX Leaders Reflect on the State of Service Delivery

EP 64: A Digital-First Future for Every American featuring Frank Bisignano on Modernizing SSA and IRS

EP 63: From Data to Impact: How GSA Transformed Digital Analytics featuring Marina Fox

EP 62 - Assessing Veterans’ Patient Experience through the Survey of Healthcare Experience of Patients (SHEP) Program within the Veterans Health Administration

EP 61 - How California’s EDD is Transforming Customer Experience featuring Loree Levy

EP 60 - The Total Experience’s Impact on Efficiency and Service Delivery at HHS featuring Avery Muse

EP 59 - The Customs and Border Protection’s (CBP’s) Drive to Return Time to Mission through Efficiencies featuring James McCament & Janet Pence

EP 58 - How Government Data is Used to Reduce Fraud and Improve Customer Experience featuring Kshemendra Paul

EP 57 - Elevating Digital Government & User-Centered Design featuring Marcy Jacobs

EP 56 - Inside Federal HR Modernization featuring Steve Krauss

EP 55 - Innovating with Empathy and AI at the Air Force Research Laboratory featuring Alexis Bonnell

EP 54 - Creating a Modern, User-Friendly Immigration Journey featuring Vashon Citizen

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

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

EP 51 - Insights from Government Contact Center Leaders ft Meghan Daly, Nikki French, Simchah Suveyke-Bogin & Keith Thurston

SPECIAL EDITION | EP 50 - Navigating the Presidential Transition

EP 49 - Veggies for Vets featuring Dr. Isabel Kozak & Diana Gregory

EP 48 - Insights from the 2024 Service to the Citizen Government and Industry Executives of the Year

EP 47 - The Importance of Contact Centers in Delivering Services featuring Chad Thyes

EP 46 - Insights on How Intergenerational Workforces, Value Streams and Innovation Drive Outstanding Services to the Public  featuring Dr. Bill Brantley

EP 45 - Turning Touch Points Into Trust Points at the Department of Homeland Security featuring Dana Chisnell & Stephanie Moore

EP 44 - Insights as USAGov Transitions to be the Front Door for the Public's Life Events ft Leilani Martínez & Marietta Jelks

EP 43 - How the Office of the CIO in the Air Force Implemented Customer Experience featuring Colt Whittall

EP 42 - How Human Centered Design can Improve Services Around the World featuring Nilufer Erdebil

EP 41 - Highlights of GSA's Customer Experience (CX) Initiatives featuring Camille Tucker

EP 40 - Insights on Delivering Digital Experiences from the Office of the Federal CIO featuring Noreen Hecmanczuk

SPECIAL EDITION | EP 39: Reflecting on Government Customer Experience in 2023 ft Industry Leaders in Government Customer Experience

EP 38 - Using the Levers of Government to Drive Improved Performance featuring Robert Shea & Adam Hughes

EP 37: Insights from the IRS' Taxpayer Experience Office featuring Courtney Kay-Decker

EP 36 - How the VA's Innovation Ecosystem Reduced Veterans' Missed Medical Appointments featuring Dr. Indra Sandal & Gregory Goins

EP 35 - Leveraging Innovation to Improve Digital Services in the Defense Health Agency featuring Robert Kayl

EP 34 - How the VA's Nutrition and Food Services Program Improves the Lives of Veterans ft Dr. Anne Utech

EP 33 - Insights from the Executive and Legislative Branches on Government Customer Experience featuring Matthew Cornelius

EP 32 - Digital Transformation: The Intersection of IT Modernization and Customer Experience featuring Bajinder Paul

EP 31 - Lessons Learned in Managing Cross-Agency Programs through Recreation.gov

EP 30 - How Transformational Leaders Drive Improved Performance featuring John Riordan

EP 29 - Balancing Cybersecurity and CX in the Delivery of Digital Services featuring Cybersecurity & Customer Experience SMEs

EP 28 - How NTT Data Leveraged Existing Programs to Assist Colleges and Universities During Covid featuring Noel Hara

EP 27 - Digital-First Customer Experience, But Not Digital Only featuring Maximus Federal's Andy Beamon & MaryAnn Monroe

EP 26 - Using Customer Data to Improve the Experience at Federal Student Aid featuring Nicole Callahan

EP 25 - The Importance of Contact Centers in Delivering Excellent, Equitable, and Secure Federal Services featuring Evan Davis, Maximus Federal

EP 24 - How Diversity, Equity, Inclusion and Accessibility Improves the Lives of the Public and Employees featuring Kimberly Walton

EP 23 - VA's Use of Innovation to Improve Healthcare of Veterans featuring VHA Office of Healthcare, Innovation and Learning

EP 22 - Insights on How the Federal Government is Implementing Customer Experience

EP 21 - Granicus: Leveraging Subscription Data to Understand Your Customers

EP 20 - Kshemendra Paul: Customer Experience: Unlocking the Power of Data

EP 19 - Dr. Liz Herman: Knowledge Management: The Secret Ingredient to Delivering an Omnichannel Experience

SPECIAL EDITION | EP 18: Lessons Learned from the Federal Government's Leading Customer Experience Leaders

EP 17 - Wendy Bhagat: Improving and Simplifying the Federal Student Aid Process

EP 16 - Airis McCottry Gill: How Employee Experience at the VA Impacts the Veterans’ Experience

EP 15 - Ken Corbin: Transforming the Taxpayer Experience

EP 14 - Simchah Suveyke-Bogin: Implementing Customer Experience at the Department of Agriculture

EP 13 - Reflections on GovCX in 2021

EP 12 - Scott Weiss: Perspectives of GovCX & Innovation from a Former White House Presidential Innovation Fellow

EP 11 - Barbara Morton: CX Lessons Learned from the VA’s Veterans Experience Office

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

EP 9 - Jon Kraden: Do Customer Experience and Cybersecurity Go Together?

EP 8 - Brenda Wensil: How Customer Experience Strategies and Methodologies Improved the Experience of Borrowers in the Federal Student Aid Program

EP 7 - Dan Barrett: Learn from a CX Early Adopter at the US Postal Service

EP 6 - Joseph Michelli, Ph.D.: Insights and Advice from a Leading Business and Customer Experience Expert

EP 5 - Crystal Philcox: How Customer Experience is Being Implemented in GSA

EP 4 - Mariela Cardona: CX Insights from an Early Trailblazer at USCIS

EP 3 - Brian Whittaker: Customer Experience and the Impact of Diversity and Inclusion

EP 2 - Tim Conway & Ann Steward: CX Insights from Around the World

EP 1 - Lee Becker: Perspectives on CX

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