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        "title" :"Customer Experience \u0026 Continuous Improvement: The USPS Digital Approach","summary" : "This presentation lays out USPS.com’s continuous improvement approach and how it combines analytics and customer feedback with iterative heuristic reviews, design, and usability testing to monitor, improve, and evolve the USPS.com CX.","date" : "2020-11-12T14:00:00-05:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jeff-pass" : "Jeff Pass","alexander-turgeon" : "Alexander Turgeon","matt-petrowski" : "Matt Petrowski"},"topics" : {
          
              "analytics" : "Analytics",
              "customer-experience" : "Customer experience",
              "information-collection" : "Information collection",
              "search-engine-optimization" : "Search engine optimization",
              "usability" : "Usability",
              "user-experience" : "User experience"
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2020/11/12/customer-experience-continuous-improvement-the-usps-digital-approach/"
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