EP 26 - Using Customer Data to Improve the Experience at Federal Student Aid featuring Nicole Callahan

In this episode of “The CX Tipping Point,” Martha Dorris spoke to Nicole Callahan, a Data Analyst for Customer Insights in the Student Experience and Aid Delivery at the Federal Student Aid (FSA) in the Department of Education. Nicole, who has spent her entire career at FSA, shares her passion for “listening to customers” to better understand their experience, pain points, and take action.Like many, Nicole joined FSA after using the system to become the first in her family to go to college. S...

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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.