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customer experience

Reviewing agency procedures post-coronavirus

Lee Becker, Solutions Principal at Medallia, discusses how government agencies can focus on customer experience to prepare for a second wave of the coronavirus

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The Internal Revenue Service and customer experience

Danny Werfel, Managing Director and partner at the Boston Consulting Group, details efforts at the IRS to improve customer experience, and promote the Free File program.

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Improving the customer experience at VA

Dr. Richard Stone, executive in charge of the Veterans Health Administration, discusses the agency’s recent successes, and how they’re rethinking customer experience for the veterans they serve.

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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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