EP 8 - Brenda Wensil: How Customer Experience Strategies and Methodologies Improved the Experience of Borrowers in the Federal Student Aid Program

In this episode of The CX Tipping Point Podcast, Brenda Wensil shares her experience coming into the government as the first Chief Customer Officer at the Department of Education’s Federal Student Aid during the banking crisis in the US. Brenda came into the government from the financial services industry to put a focus on borrowers as customers by making the process simpler throughout the journey - from beginning to end at a time when student loans were Brenda shares the imp...