Federal Executive Forum Customer Experience Strategies in Government 2026 Progress & Best Practices

Delivering a seamless customer experience remains a top priority for federal agencies as expectations continue to evolve across citizens, employees and mission partners. What strategies are proving most effective in 2026, and how are agencies using data, AI and digital services to improve engagement, measure success and shape the future of customer experience?

Join this webinar to hear valuable insights from leading federal and industry CX experts:

• Janet Pence, Director of CBP Experience, Office of the Commissioner, Customs and Border Protection
• Barbara Morton, Deputy Chief Veteran Experience Officer, Department of Veterans Affairs
• Courtney Kay-Decker, Chief Taxpayer Experience Officer, IRS
• Brian Pancia, Senior Solutions Client Partner, Public Sector, Digital Experience, Verizon Business Group
• Victoria Calvert, Senior Manager, Federal Civilian, Cloudflare
• Moderator: Luke McCormack, Host of the Federal Executive Forum 

Panelists also will share lessons learned, challenges and solutions, and a vision for the future.