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6/5/24: A big CX step at the FDA; solving struggles for your agency’s CX situation; data as a strategic asset to serve veterans better

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Manage episode 422081769 series 3423864
Content provided by Francis Rose. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Francis Rose or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.

This Fed Gov Today podcast is sponsored by Verizon.
Today’s show is titled “Bridging Horizons: Innovating Customer Experience in Federal Civilian Services. The President’s Management Agenda and a series of executive orders have pushed agencies to transform the way they deal with agency customers. Leaders from FDA, VA, and Verizon dig into the challenges, opportunities, and technological innovations shaping the future of citizen service.
The Food and Drug Administration is ready to take a leap… in its customer experience journey. Josh Lehman, Chief Customer Experience Officer and Director of the Office of Customer Experience at FDA, tells you how the agency approaches customer experience, and how it’s about to change that approach.
The FDA’s forthcoming CX strategy is just the latest example of agencies taking a deliberate approach to the issue. But not every step in that journey goes smoothly. Brian Pancia, Senior Client Partner for Solutions for Public Sector and Digital Experience at Verizon, tells you about the struggles he sees with CX at agencies, and how to deal with them.
Several pieces of policy and legislation put data at the center of the decision making process for agencies. Leaders say data is becoming one of their most important tools in improving customer experience. At the ACT-IAC Emerging Tech and Innovation Conference recently, Evan Albert, Director of Measurement and Data Analytics at the Department of Veterans Affairs, tells me how his agency uses data to measure and improve its performance for veterans.

  continue reading

117 episodes

Artwork
iconShare
 
Manage episode 422081769 series 3423864
Content provided by Francis Rose. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Francis Rose or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.

This Fed Gov Today podcast is sponsored by Verizon.
Today’s show is titled “Bridging Horizons: Innovating Customer Experience in Federal Civilian Services. The President’s Management Agenda and a series of executive orders have pushed agencies to transform the way they deal with agency customers. Leaders from FDA, VA, and Verizon dig into the challenges, opportunities, and technological innovations shaping the future of citizen service.
The Food and Drug Administration is ready to take a leap… in its customer experience journey. Josh Lehman, Chief Customer Experience Officer and Director of the Office of Customer Experience at FDA, tells you how the agency approaches customer experience, and how it’s about to change that approach.
The FDA’s forthcoming CX strategy is just the latest example of agencies taking a deliberate approach to the issue. But not every step in that journey goes smoothly. Brian Pancia, Senior Client Partner for Solutions for Public Sector and Digital Experience at Verizon, tells you about the struggles he sees with CX at agencies, and how to deal with them.
Several pieces of policy and legislation put data at the center of the decision making process for agencies. Leaders say data is becoming one of their most important tools in improving customer experience. At the ACT-IAC Emerging Tech and Innovation Conference recently, Evan Albert, Director of Measurement and Data Analytics at the Department of Veterans Affairs, tells me how his agency uses data to measure and improve its performance for veterans.

  continue reading

117 episodes

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