Agenda
Times are subject to change.
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.
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.
Stay tuned for session updates!
Stay tuned for session updates!
As agencies implement the Government Service Delivery Improvement Act of 2025 and new federal AI governance frameworks, they are entering a new phase of AI-enabled customer experience. Intelligent tools are helping agencies streamline operations, anticipate citizen needs, and personalize services at scale. This presentation will examine how leaders are adopting AI to meet policy requirements, protect privacy, and keep services human-centered. They will uncover early implementation examples, governance strategies, and practical approaches for integrating AI into CX frameworks in ways that strengthen public trust.
As agencies implement the Government Service Delivery Improvement Act of 2025 and new federal AI governance frameworks, they are entering a new phase of AI-enabled customer experience. Intelligent tools are helping agencies streamline operations, anticipate citizen needs, and personalize services at scale. This presentation will examine how leaders are adopting AI to meet policy requirements, protect privacy, and keep services human-centered. They will uncover early implementation examples, governance strategies, and practical approaches for integrating AI into CX frameworks in ways that strengthen public trust.
Stay tuned for session updates!
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.
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.
Refill your coffee and get ready for more of this action-packed event!
Refill your coffee and get ready for more of this action-packed event!
Stay tuned for session updates!
Stay tuned for session updates!
Each year, people complete more than 1.6 billion transactions with state agencies, from renewing licenses to applying for permits and accessing services. Rising resident expectations for faster, easier, and more secure digital experiences are pushing governments to rethink how they deliver core functions, while new regulations are raising the bar for service design and measurement, amid efforts to modernize infrastructure, identity systems, and data sharing. In spite of this, legacy IT, evolving privacy and cybersecurity rules, and workforce gaps remain major hurdles. This presentation will feature state and local leaders sharing how they are scaling CX strategies, standardizing services, and tailoring digital tools to meet community needs.
Each year, people complete more than 1.6 billion transactions with state agencies, from renewing licenses to applying for permits and accessing services. Rising resident expectations for faster, easier, and more secure digital experiences are pushing governments to rethink how they deliver core functions, while new regulations are raising the bar for service design and measurement, amid efforts to modernize infrastructure, identity systems, and data sharing. In spite of this, legacy IT, evolving privacy and cybersecurity rules, and workforce gaps remain major hurdles. This presentation will feature state and local leaders sharing how they are scaling CX strategies, standardizing services, and tailoring digital tools to meet community needs.
Stay tuned for session updates!
Stay tuned for session updates!
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.
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!
Thank you for joining CX Workshop!
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