Booz Allen’s Santiago Milian on Three Factors to Consider When Establishing Customer Experience Function

Santiago Milian
Santiago Milian

Santiago “Pikula” Milian, principal/director of experience at Booz Allen Hamilton, wrote in an FCW article published Thursday that there are three factors government agencies should consider when forming a customer experience function and one is getting support from stakeholders.

To secure buy-in, he said agencies should organize meetings with key leaders to “explain the urgency to make the services and processes revolve around the customer rather than around organizational structures or the limitations of legacy systems.”

The two other considerations call for agencies to decide where the new CX office will sit and take insights from other agencies that have begun to establish their own CX capability.

Pikula also discussed the efforts of several agencies to establish a CX function, including the departments of Veterans Affairs and Agriculture and the Internal Revenue Service.

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