As we wrapped up a year of shifting from our strictly Lean focus to a more customer experience driven focus, we asked Megan Oczkewicz and Nikki Nisbet with the Washington State Department of Transportation to share with us how their agency is homing in on sharpening their customer experience, customer focus and problem solving. They understood the assignment! With great conviction, from consistency of practice no doubt, they delivered a rich presentation diving into the customer-focused mindset. They broke down the distinction between customer service and the often-forgotten art of hospitality. And let me tell you, that hit. We all know as customers of numerous processes ourselves; we have our own behaviors and preferences. So why do we sometimes forget to be mindful of those behaviors and in tune with those preferences when helping others? Are we struggling with unrelated stress, perhaps compassion fatigue, or are we just too wrapped up in our own deadlines and rigid processes to step into our customers shoes at that particular moment? This presentation was a great reminder of how a small hospitable gesture goes a long way in creating a pleasant and memorable experience for those we serve.   

If you haven’t had a chance to catch the recording, you can watch it here! If you did attend, let us know what you thought here!

Also, this topic is too important to let it be a one and done, so if you want to continue this critical conversation, be sure to join us next month where Cindy Medlin with the Department of Licensing takes us a step further into how her agency practices empathy and active listening in public service.

January 20, 2026
10:30am - 12:00pm
Zoom Registration

Topic: Empathy and Active Listening in Public Service

Presenters: Cindy Medlin, Washington State Department of Licensing