In this episode, Martha Dorris interviewed Dan Barrett, a CX Evangelist at Grant Thornton, who began his customer experience journey at the US Postal Service by focusing on customer insights. Learn about the importance of customer insights; quality, reliable data; balancing the interests of different customer groups; how to create a voice of the customer program; and workshops to determine the path forward. What was the USPS’ burning platform?  How do you align the leadership on customer values? How do you bring transparency to customer issues?  How does customer experience play into building trust?  If you’re in CX, learn from Dan’s recommendations on what it takes to succeed.

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Resources Mentioned:

• Citizen Services Newsletter
• 2024 Service to the Citizen Awards Nomination Form