Welcome to CX Workshop!

As agencies implement Section 280 (OMB Circular A-11) and the Government Service Delivery Improvement Act, expectations for seamless, human-centered services continue to rise. This shift is pushing the government toward a customer experience (CX) model that blends digital platforms, in-person touchpoints, and data-driven insights into total experience frameworks. This keynote will examine how agencies are translating policy into scalable CX ecosystems, embedding the total experience across domains like health, benefits, and disaster response, and using generative AI, automation, and analytics to personalize services while protecting privacy and trust. The keynote will share early strategies, policy impacts, and how agencies are laying sustainable CX foundations to keep pace with evolving citizen expectations.

Verifiable Digital Credentials (VDC) are arriving. From Mobile Driver’s Licenses to European Personal Identification Data, the technology is maturing, the standards are progressing, and organizations are increasingly looking to the technology to provide more secure and modern access to critical services. In this presentation, Ryan Galluzzo the co-lead of NIST’s Mobile Driver’s License project being executed in the National Cybersecurity Center of Excellence (NCCoE) will discuss the emergence of VDC, how they may impact the security and customer experience of online identity verification processes, and key takeaways from NIST’s work building a reference implementation of mDL for financial services.

Stay tuned for session updates!

Federal agencies are under growing pressure to modernize how people prove who they are online. Backed by the Improving Digital Identity Act of 2025 and new TSA and DHS digital credentialing pilots, agencies are rolling out digital identity and wallet solutions to make it faster and easier for citizens to access benefits, healthcare, and identification services. But as these programs expand, they face mounting challenges around privacy, security, interoperability, and public trust. This presentation will highlight how agencies are navigating new privacy and cybersecurity requirements, building interoperable systems across jurisdictions, and communicating clearly with citizens about how their data is used and protected.

Despite billions in federal funding, digital inclusion remains uneven nationwide. About one in five U.S. households still lack a reliable high-speed internet subscription, and many face additional barriers such as limited access to affordable devices, low digital literacy, or services that are not designed with accessibility in mind. These gaps disproportionately affect rural communities, low-income households, and people with disabilities, limiting their ability to fully participate in civic and economic life. This presentation will explore how state and local leaders are tackling these challenges. They will explore strategies to close broadband adoption gaps, build community-based digital literacy programs, modernize service design to meet accessibility standards, and turn federal investments into lasting digital equity.

Thank you for joining CX Workshop!