Verizon’s Nick Nilan on the government’s customer experience journey

Nick Nilan, sales director for federal civilian at Verizon, shares his insights on where he’s seen notable progress in federal agencies improving customer experience and service delivery. He highlights the journey from going from the customer service model to the customer satisfaction model and now to the entire customer experience model.

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customer experience (CX), customer service, FedTalks, FedTalks 2022, Nick Nolan