In this episode of The CX Tipping Point Podcast, Martha Dorris talked with Simchah Suveyke-Bogin, the Chief Customer Experience Officer at the US Department of Agriculture. Simchah describes how leveraging the principles of CX increases trust in USDA’s products and services and in the government. While Section 280 of OMB Circular A-11 provides a methodology for measuring trust, she will be thinking about how to baseline trust in the most used USDA’s services and working to move the needle on trust. One approach is by better understanding your users through human centered design (HCD). HCD improves the success in creating trusted, seamless and efficient services. Customer experience encourages you to bring together people from all disciplines, from user experience to product designers to information technologist while focusing on the customer. As a Chief Customer Experience Officer, Simchah’s role is to ignite change in service delivery across the agency. USDA has more high impact services than any other department with over 100k employees and offices across the country and around the world. This is not a small job. They continuously listen to their customers, measure improvements in service delivery, leverage data and engage with the public in smart ways. In addition, identifying priority life experiences where the public may need services from multiple agencies or across the agency will improve the public’s overall experience with government.  Learn about these areas and more in this podcast with Simchah Suveyke-Bogin, the USDA Chief Customer Experience Officer.Office of Customer Experience Telework Survey Insights Report 2021 Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected: Follow us on social media: LinkedIn: @DorrisConsultingInternational Twitter: @DorrisConsultng Facebook: @DCInternational Resources Mentioned: Citizen Services Newsletter 2024 Service to the Citizen Awards Nomination Form

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