CX and TSA – these acronyms would seemingly have nothing to do with each other. But in fact, I have experienced something truly amazing from a government agency that speaks volumes about the changing nature of serving the customer. When you think about government workers, what words come to mind? Entitlement? Inefficient? Impersonal? Bad service? Ambivalence? But in fact, none of those terms has anything to do with my recent experience which is why I am compelled to tell you about it. As many of you know, I am in U.S. airports...
