"How to help government organisations deliver good CX?" with Stephanie Thum

CX Conversations

The thought of visiting a government office, for most of us, is often followed by an exasperated sigh. Generally, that reaction is rooted in the poor experience that government offices are infamous for.

CX improvement in government is often stymied due to its agencies' culture, shortage of staff, and / or dearth of technological implementation and adoption. These factors, among others, lead to an unsatisfactory experience. Fortunately, there are individuals and organizations out there, helping the governments improve their customer experience around the world.

My guest on this podcast is among the leading Government CX Professional.

I talk with Stephanie Thum, Founding Principal at Practical CX, about how to improve CX in government. Before starting Practical CX, she was Chief Advisor and Subject Matter Expert for Federal Customer Experience at Qualtrics. She has also served as an advisor for President Obama’s cross-agency task force on customer service.

Stephanie and I discuss:

• Who is a customer for the government?
• What are the factors influencing the customer experience in government?
• Why must government offices focus on delivering better customer experience?
• What can governments do to improve customer experience?

This conversation really made me realize that government offices too have a business to run and they need to focus on delivering delightful CX to make a lasting difference in people's life.

If you're a CX professional or work in any other role in a government agency, this is for you.

Connect with Stephanie on:

Linkedin: https://www.linkedin.com/in/stephaniethum/

Twitter: https://twitter.com/stephaniethum

Practical CX on Twitter: https://twitter.com/PracticalCX

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