127: The One with the CX Innovation Strategist

Charlotte S. Lee, the Industry Advisory Chair for Customer Experience at ACT-IAC and Strategic Lead for CX & Innovation at Granicus joins the show to discuss what type of mindshare she believes there is in government around CX and the growth that was catalyzed by the executive order around experience. We also talk about where the CX executive order fell short, some predictions for 2024 around experiences in government and tips for government leaders on how they can improve the service delivery today.