Government Customer Experience & Engagement Summit

Government agencies are responsible for protecting public trust, delivering excellence in services, and, above all else, upholding the promise of government. Through a combination of the lessons learned from rapidly evolving hybrid work environments, exposed inequities in pandemic responses, and bolstered federal guidance in the Biden Administration’s Executive Order, the 21st Century Integrated Experience Act (IDEA), among others, agency leadership are embracing the questions and demands that a new environment imposes on civil service.

How are experts leveraging the guiding principles of customer experience (CX) to meet these evolving challenges and priorities? Where are CX practitioners focusing their efforts in improving digital services and championing the needs of a 21st century government?

Join this Summit to hear experts from industry and Federal, State, and Local governments highlight replicable case studies and success stories in groundbreaking CX efforts. Leaders will unpack their strategies in human-centered design, why data drives their work, and how agencies are operationalizing new guidance all to deliver a central goal: delivering excellent and equitable services to those who depend on them.

Throughout this Summit, you will have the opportunity to participate in distinct breakout sessions covering two essential themes in any customer experience and engagement journey: technology and culture.

• Follow the technology path for conversations on artificial intelligence and automation, the digitization of services, and how to align CX goals with existing IT modernization efforts.
• Join the culture track for lessons in leadership, the importance of diversity, equity and inclusion at the forefront of any engagement strategy, and why treating employees as customers is an important tool.