Let's be honest...when we think of great customer experiences, we generally don't think of the services we get from government agencies and departments. And yet, there is no better place to start with CX, to benefit the needs of your citizens. In this episode of In Process, Vince sits down to chat with Stephanie Thum, who has played a huge role in establishing the value of CX in government (NB. this feels like an understatement...listen to the surprise in my voice when Stephanie lays out some of the work she's done...which could be a whole other episode - VM).

In this engaging discussion, Vince and Stephanie cover the pressing need to improve the experiences provided by public services, share some insights into their worst personal CX moments (sorry airlines!), and just generally have a lot of fun.