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customer experience

Customer experience strategy at TSA

Michelle Cartagena, director of customer service at the Transportation Security Administration, outlines the agency’s new approach to customer experience, and how the latest OMB Circular A-11 changed the conversation.

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Trends in customer experience at the Department of Veterans Affairs

Barbara Morton, deputy chief customer officer at the Department of Veterans Affairs, details how the department is improving resources to serve veterans more efficiently, and the factors needed to implement these changes.

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Improving customer experience across agencies and industry

Nick Sinai, venture partner at Insight Partners, discusses what the Army’s data strategy might look like, and how agencies are looking to improve customer experience

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Improving customer experience across government agencies

Meroe Park, executive vice president of the Partnership for Public Service, and Kathy Conrad, director of digital government at Accenture Federal Services, discuss findings about the state of customer experience in government, and how agencies can improve CX across their enterprise.

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Strategies for improving customer experience at federal agencies

Meroe Park, executive vice president of the Partnership for Public Service, and Zac Trojak, public sector principal at Medallia, discuss why agencies should look at improving experience for both their internal and external customers.

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How agencies can continue to build on customer experience gains

Dean Silverman, public sector partner at McKinsey & Company, discusses ways to measure and improve customer experience in government.

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Fusing Government and Industry: Communication and Collaboration

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