Customer Experience Webinar Series

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About This Series

This webinar series is for the FTA Customer Experience (CX) series, covering a variety of topics every two weeks starting April 23. If you're unable to join, you may view the recording of this session once it is published.

Meet The Presenters

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    Janet Shimabukuro
    Assistant Director | Customer Experience and Communications, Washington State Department of Revenue
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    Alania Turner
    Director at TN Department of Revenue
    Confident professional offering rich history of career success fostering customer-centric work environments instrumental in raising customer satisfaction ratings. Recognized for efficiently managing operations within fast-paced business environments while seamlessly resolving all customer complaints. Proven talent motivating high-performance work teams, position staff for career opportunities offering greater responsibilities, and demanding organizational excellence at all times. Thrive on challenging opportunities to lead turnaround initiatives, launch new programs, and resolve problems.
Sessions in this Series
  • C6
    Customer Experience: Enhancing Voluntary Compliance Through Excellent Service
    During this session we will discuss the difference between the concept of Customer Experience and what we have traditional “Customer ... View more
  • E7
    Employee Experience: How Employee Experience Impacts Customer Experience
    One of the key drivers to providing an excellent customer experience is to ensure staff members interacting with customers are happy ... View more
  • H3
    Handling Sensitive Customer Interactions
    Customer Experience representatives often encounter customers requiring a skilled approach. Some customers have received news from t... View more
  • G4
    Gathering and using Voice of the Customer
    Mike Lee with the State of Utah will present what his agency is doing to gather and use the voice of the customer. After his present... View more

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