EP 17 - Wendy Bhagat: Improving and Simplifying the Federal Student Aid Process

In this episode of “The CX Tipping Point” Podcast, Martha Dorris spoke with Wendy Bhagat, the Director of Product Marketing and Delivery at the Department of Education’s Federal Student Aid (FSA). FSA is a High Impact Service Provider (HISP) and was the first agency to recognize the need to apply the methodologies and strategies of customer experience in 2010. FSA has over 40 million customers, many of them are customers for over 20 years, as they become customers when entering college ...

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The CX Tipping Point® Podcast was launched to increase the awareness of how the business discipline of customer experience can improve the delivery of government services. How can we leverage the best practices in the commercial industry within the constraints of government. We are bringing you the only podcast focused on improving the experience that citizens, businesses and governments have when interacting, engaging and transacting with the government.