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Blog from February, 2022

Improving customer experience (CX) has been a longtime government initiative. Whether seeking Social Security, Medicare benefits, or other services, Americans expect services to be efficient, intuitive, and responsive to their needs, just like services from leading private-sector organizations. In late 2021 President Biden signed an executive order designed to elevate CX on the same level as financial and operational performance. However, improving CX is not simple, and there are many nuances to consider.

Join the CCSQ HCD Community of Practice Thursday, February 24, for Customer Experience: A Fireside Chat with Stephanie Thum, CCXP. Stephanie is a sought-after expert on customer experience topics—particularly in the government space. Stephanie will join Rob Fay, HCD Strategy Lead with Tantus Technologies, for a conversation about:

  • A historical lens for CX and government
  • Influencers and drivers of CX
  • The intersection of user experience (UX) and CX
  • The unique role and opportunity for human-centered design
  • And more!

Stephanie Thum is a Certified Customer Experience Professional (CCXP) and founder of Practical CX. She served as one of the U.S. federal government’s first agency-level customer experience leaders at the Export-Import Bank of the United States from 2012-2016. Stephanie is a frequent podcast guest, webinar presenter, expert source often quoted in the trade press around White House CX policies and published in scholarly circles. She has written and spoken extensively on customer experience strategy, global voice of the customer techniques, metrics, communication, and customer experience governance in multiple sectors.

Stephanie currently works with government agencies, B2B firms, technology companies, and marketing firms. She also serves as the series editor for a collection of scholarly case studies for SAGE Publishing. 

Register today to join the discussion and collaborate with a community of professionals.