Kristina Dokken
Director of CX, WebFirst
Washington, Washington, D.C., United States
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I lead the WebFirst CX Practice and provide strategic guidance around best practices and core competencies in customer experience work. I collaborate with public sector clients as they think through development of their CX programs, focusing on the Federal Government’s commitment to rebuild trust in government through human centered, equitable approaches to the design of civic systems.
I advise on how to construct surveys, and internal and external customer research; and how to conduct Federal service mapping using the CX perspective and customer journeys. I work with teams to incorporate these insights into their operations, with the ultimate goal of forming positive customer perceptions and emotions as they interact with the federal government.
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Kristina Dokken
Director of CX, WebFirst
Washington, Washington, D.C., United States
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