{
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    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/",
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    "count" : "12","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/authors/martha-dorris/index.json","profile_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/authors/martha-dorris/","display_name" : "Martha Dorris","first_name" : "Martha","last_name" : "Dorris","slug" : "martha-dorris","email" : "martha.dorris@gsa.gov","branch" : "bc-archive-content-3",
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    "items" : [{
        "title" :"2020 Federal Plain Language Summit","summary" : "Join us for discussion from government and private-sector leaders on how to advance plain language in government communications. Hear lessons learned and victories of every size.","date" : "2020-10-27T10:00:00-05:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"katherine-spivey" : "Katherine Spivey","katina-stapleton" : "Katina Stapleton","nicole-fenton" : "Nicole Fenton","martha-dorris" : "Martha Dorris","annetta-cheek" : "Annetta Cheek","joe-kimble" : "Joe Kimble","ginny-redish" : "Ginny Redish","scott-kubie" : "Scott Kubie","mark-m-mchale" : "Mark M. McHale ","bethany-blakey" : "Bethany Blakey","abby-covert" : "Abby Covert"},"topics" : {
          
              "communication" : "Communication",
              "content-strategy" : "Content strategy",
              "customer-experience" : "Customer experience",
              "plain-language" : "Plain language",
              "professional-development" : "Professional development",
              "user-experience" : "User experience"
              },"branch" : "bc-archive-content-3",
        "filename" :"2020-10-01-plain-language-summit-2020.md",
        "filepath" :"authors/martha-dorris/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/martha-dorris/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/martha-dorris/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2020/10/27/plain-language-summit-2020/"
    },{
        "title" :"2015 Customer Service Trends: a Mid-Year Update","summary" : "Earlier this year, we published 15 Government Customer Service Trends for 2015. We’re halfway through the year now—how are these trends holding up? 1. Centralized Customer Offices A few agencies have created centralized customer offices, while others question the need for a single organization that focuses on the customer. As the public’s overall satisfaction with","date" : "2015-07-08T10:00:36-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"martha-dorris" : "Martha Dorris"},"topics" : {
          
              "analytics" : "Analytics",
              "content-strategy" : "Content strategy",
              "customer-experience" : "Customer experience",
              "human-centered-design" : "Human-centered design",
              "mobile" : "Mobile",
              "product-and-project-management" : "Product and project management",
              "research" : "Research",
              "social-media" : "Social media",
              "user-experience" : "User experience"
              },"branch" : "bc-archive-content-3",
        "filename" :"2015-07-08-customer-service-trends-an-update.md",
        "filepath" :"authors/martha-dorris/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/martha-dorris/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/martha-dorris/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/07/08/customer-service-trends-an-update/"
    },{
        "title" :"15 Government Customer Service Trends for 2015","summary" : "With public expectations at an all-time high, and trust in government nearing all-time lows, agencies need to step up their game. Veterans, seniors, students, taxpayers—all Americans—deserve the best service from their government. Here are our predictions for how the federal government will improve customer service in the coming year: 1. Many agencies will create a","date" : "2015-01-12T10:00:52-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"martha-dorris" : "Martha Dorris"},"topics" : {
          
              "analytics" : "Analytics",
              "contact-centers" : "Contact centers",
              "customer-experience" : "Customer experience",
              "product-and-project-management" : "Product and project management",
              "research" : "Research",
              "user-experience" : "User experience"
              },"branch" : "bc-archive-content-3",
        "filename" :"2015-01-12-15-government-customer-service-trends-for-2015.md",
        "filepath" :"authors/martha-dorris/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/martha-dorris/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/martha-dorris/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/01/12/15-government-customer-service-trends-for-2015/"
    },{
        "title" :"The Nuance Between Customers and Partners","summary" : "Before you can create your customer experience (CX) strategy, you have to answer the key question: Who are your customers? Consider the concept that among the groups you interact with internally, you could be their customer, they could be your customer, or you","date" : "2013-12-20T10:10:08-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"martha-dorris" : "Martha Dorris"},"topics" : {
          
              "customer-experience" : "Customer experience",
              "product-and-project-management" : "Product and project management"
              },"branch" : "bc-archive-content-3",
        "filename" :"2013-12-20-the-nuance-between-customers-and-partners.md",
        "filepath" :"authors/martha-dorris/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/martha-dorris/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/martha-dorris/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/12/20/the-nuance-between-customers-and-partners/"
    },{
        "title" :"What’s Your Strategy? Operational Excellence, Product Leadership or Customer Intimacy?","summary" : "In the Discipline of Market Leaders by Michael Treacy and Fred Wiersema, we learned about the importance of being clear about your strategic priority.  What unique value do you bring to the marketplace and your customers?  In this book, they describe three strategic priorities","date" : "2013-12-02T09:22:50-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"martha-dorris" : "Martha Dorris"},"topics" : {
          
              "content-strategy" : "Content strategy",
              "customer-experience" : "Customer experience"
              },"branch" : "bc-archive-content-3",
        "filename" :"2013-12-02-whats-your-strategy-operational-excellence-product-leadership-or-customer-intimacy.md",
        "filepath" :"authors/martha-dorris/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/martha-dorris/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/martha-dorris/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/12/02/whats-your-strategy-operational-excellence-product-leadership-or-customer-intimacy/"
    },{
        "title" :"Great Customer Experience through Open Dialogue","summary" : "While we think about the audience, we don’t often map out the experience we want them to have when using our services. This is critical information for the design. In other cases, we may not have the data to analyze existing customers’","date" : "2013-11-20T09:19:59-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"martha-dorris" : "Martha Dorris"},"topics" : {
          
              "customer-experience" : "Customer experience",
              "product-and-project-management" : "Product and project management",
              "social-media" : "Social media",
              "user-experience" : "User experience"
              },"branch" : "bc-archive-content-3",
        "filename" :"2013-11-20-great-customer-experience-through-open-dialogue.md",
        "filepath" :"authors/martha-dorris/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/martha-dorris/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/martha-dorris/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/11/20/great-customer-experience-through-open-dialogue/"
    },{
        "title" :"What Is a \u0026#8220;Customer Centric\u0026#8221; Culture?","summary" : "In our very first customer experience (CX) blog post about GSA’s Office of Citizen Services and Innovative Technologies’ (OCSIT) Customer Experience Program, we published our principles and values. Our core principles say that all staff will: Take responsibility for providing an experience greater than customer expectations. Engage, listen and resolve. Design business from the outside","date" : "2013-09-27T09:21:40-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"martha-dorris" : "Martha Dorris"},"topics" : {
          
              "customer-experience" : "Customer experience",
              "customer-experience" : "Customer experience",
              "product-and-project-management" : "Product and project management"
              },"branch" : "bc-archive-content-3",
        "filename" :"2013-09-27-what-is-a-customer-centric-culture.md",
        "filepath" :"authors/martha-dorris/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/martha-dorris/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/martha-dorris/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/09/27/what-is-a-customer-centric-culture/"
    },{
        "title" :"The Impact of Culture on Customer Experience","summary" : "What’s one of the most important factors in delivering a good customer experience? When I first began learning about customer experience, one of the biggest surprises was the importance of culture. Organizational culture can be defined as the values and behavior that contribute to the unique and psychological environment of an organization.It’s based on shared","date" : "2013-08-01T07:24:19-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"martha-dorris" : "Martha Dorris"},"topics" : {
          
              "customer-experience" : "Customer experience",
              "product-and-project-management" : "Product and project management"
              },"branch" : "bc-archive-content-3",
        "filename" :"2013-08-01-the-impact-of-culture-on-customer-experience.md",
        "filepath" :"authors/martha-dorris/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/martha-dorris/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/martha-dorris/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/08/01/the-impact-of-culture-on-customer-experience/"
    },{
        "title" :"Understanding Your Customer","summary" : "Do you know who your customers are?  And what they expect from your organization? One of the most critical components of a successful customer experience program is to understand your customer. The first step is knowing who your customers are. Are they veterans, students, senior citizens or other federal workers?  In some cases your customers","date" : "2013-07-25T10:14:06-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"martha-dorris" : "Martha Dorris"},"topics" : {
          
              "customer-experience" : "Customer experience",
              "product-and-project-management" : "Product and project management",
              "user-experience" : "User experience"
              },"branch" : "bc-archive-content-3",
        "filename" :"2013-07-25-understanding-your-customer.md",
        "filepath" :"authors/martha-dorris/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/martha-dorris/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/martha-dorris/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/07/25/understanding-your-customer/"
    },{
        "title" :"How to Create a Customer Experience Index","summary" : "In my last post I talked about how we’re kicking off our Customer Experience program in the Office of Citizen Services and Innovative Technologies (OCSIT) at GSA.  There are many paths to creating a customer experience program, from starting with cultural issues like employee","date" : "2013-07-18T07:53:02-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"martha-dorris" : "Martha Dorris"},"topics" : {
          
              "customer-experience" : "Customer experience",
              "product-and-project-management" : "Product and project management"
              },"branch" : "bc-archive-content-3",
        "filename" :"2013-07-18-how-to-create-a-customer-experience-index.md",
        "filepath" :"authors/martha-dorris/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/martha-dorris/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/martha-dorris/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/07/18/how-to-create-a-customer-experience-index/"
    },{
        "title" :"Kicking Off Our Customer Experience Program","summary" : "The vision for my office, the Office of Citizen Services and Innovative Technologies (OCSIT) at GSA, is simple: Deliver a world-class experience to the public when accessing government information and services – anytime, anywhere – through the delivery channel they choose.  We create and leverage products, services and","date" : "2013-07-10T10:23:01-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"martha-dorris" : "Martha Dorris"},"topics" : {
          
              "customer-experience" : "Customer experience",
              "product-and-project-management" : "Product and project management"
              },"branch" : "bc-archive-content-3",
        "filename" :"2013-07-10-kicking-off-our-customer-experience-program.md",
        "filepath" :"authors/martha-dorris/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/martha-dorris/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/martha-dorris/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/07/10/kicking-off-our-customer-experience-program/"
    },{
        "title" :"5 Steps for Delivering a Better Customer Experience","summary" : "Everyone wants to know how to provide outstanding customer experience in government. It can be difficult, because everyday our customers are also doing business with companies like Starbucks, Zappos, and Virgin America, that excel in customer service.","date" : "2013-06-19T08:50:08-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"martha-dorris" : "Martha Dorris"},"topics" : {
          
              "content-strategy" : "Content strategy",
              "customer-experience" : "Customer experience",
              "product-and-project-management" : "Product and project management",
              "user-experience" : "User experience"
              },"branch" : "bc-archive-content-3",
        "filename" :"2013-06-19-5-steps-for-delivering-a-better-customer-experience.md",
        "filepath" :"authors/martha-dorris/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/martha-dorris/_index.md",
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/06/19/5-steps-for-delivering-a-better-customer-experience/"
    }]
}