EP 7 - Dan Barrett: Learn from a CX Early Adopter at the US Postal Service

In this episode, Martha Dorris interviewed Dan Barrett, a CX Evangelist at Grant Thornton, who began his customer experience journey at the US Postal Service by focusing on customer insights. Learn about the importance of customer insights; quality, reliable data; balancing the interests of different customer groups; how to create a voice of the customer program; and workshops to determine the path forward. What was the USPS’ burning platform? How do you align the leadership on customer...