Stephanie Thum

Earlier this week, I shared with my colleagues at EXIM the results of our 2016 export credit insurance customer survey. This is the third consecutive year that our largest customer segment has been asked to share their feedback with us.

Performance metrics, targets and public reporting are not new in government; however, customer-oriented metrics have been underutilized and under-reported publicly for a long time. Today, as the principles of customer experience as a management discipline gain momentum across the federal government, there is an opportunity to use data to tell more of the story where

Cross-agency collaboration in the federal government has become a prevalent topic, more widely spoken and written about in the recent past than ever before, thanks, in part, to a bigger-than-ever focus on customer experience as a way of thinking within government. Rising customer expectations, advances in technology, and recommendations from government oversight organizations continue to