“For the last two years, Veterans Affairs Department Chief Veterans Experience Officer Lynda Davis and Deputy Chief Veterans Experience Officer Barbara Morton stewarded the customer experience cross-agency priority goal outlined in the President’s Management Agenda.”
“As that PMA expires and the nation awaits new management priorities under President-elect Joe Biden, Davis and Morton—along with numerous agency partners—opted to leave federal agencies with a Customer Experience Cookbook chock full of key ingredients and recipes for embedding customer experience into countless federal services…”
“The cookbook itself contains more than 30 pages of information or practitioners, including a how-to section, eight customer experience categories—capabilities, strategy, operations, partnerships, funding, organization, incentives and culture—as well as instructions for prepping, mixing and baking customer experience ingredients into agency mission and culture.”
“The guide also includes several customer experience use cases across the government…” Read the full article here.
Source: Customer Experience CAP Leaders Leave ‘CX Cookbook’ for Agencies – By Frank Konkel, November 17, 2020. Nextgov.
