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

In this episode of The CX Tipping Point, Martha Dorris, the host, is interviewed by Alex Yerkes, the producer. Martha discusses the difference between customer experience, customer service, and user experience, including the components of CX such as governance, customer understanding, performance measurement, culture and design thinking. She also expands on her testimony to the Senate Homeland Security and Governmental Affairs Committee on “Putting People First: Building Tru...