Agenda

Ensuring public trust in government lies at the core of every agency’s mandate. Amidst a steadfast focus on CX enhancements, agencies are spearheading efforts to reimagine citizen-government interactions. From facilitating veterans support to expediting disaster response, the aim is to establish a more seamless service journey. Agencies have the ability to transcend traditional barriers to foster connections with constituents and rebuild public trust in governmental institutions through CX. This session kicks off the 2024 Government Customer Experience & Engagement Summit with a conversation on cultivating trust and confidence in government institutions through CX.

Providing top-of-the-line CX requires more than the right tools. It also requires an organizational culture that builds on mission success and innovation. Creating that type of environment demands leaders who are innovative in their own right. How does the employee experience impact the customer experience? This session explores the connection between the two, the strategies leaders are using to drive these organizational changes, and best practices to put into place.

As the use of artificial intelligence (AI) emerges with the promise of increasing efficiency and innovation, leaders must identify and implement the solutions that will improve experiences for customers and employees alike. Automation tools, including chatbots, have already revolutionized processes, but with the evolution of AI and machine learning (ML), how can government agencies leverage these technologies to anticipate customer needs, optimize processes, and provide personalized services at scale? This session explores the transformative potential of AI and ML in government CX — and how the technologies can meet evolving constituent expectations with agility and precision.

Employee experience (EX) plays a pivotal role in organizational success. Cultivating a positive work environment not only enhances job satisfaction and productivity, but fosters unwavering employee loyalty. In this session, we will explore strategies for providing easy access to essential tools, content, and data, enabling informed decision-making and fueling innovation.

Fortifying cybersecurity frameworks to protect citizen data integrity, trust and privacy has increasingly become a priority for government agencies. The challenge is ensuring a seamless balance between robust security measures and user-centric design principles. This session will explore how agencies are elevating government service delivery to new heights of security, trustworthiness, and user satisfaction.

Agencies are increasingly leveraging technology to harness actionable insights, aligning with customer needs. By strategically employing data analytics and performance metrics, leaders can gain invaluable insights, enabling better decision-making, transparency, and trust, ultimately elevating the overall user experience. Join us in this session as we discuss the critical role of data in enhancing CX. 

Highlighting the imperative to address disparities in government service delivery, there’s a renewed commitment to equitable programs supporting all citizens. As with an increased interest in AI and machine learning, steps must be taken in leveraging these technologies to ensure they are used responsibly — and do not further contribute to inequities. In this session, experts in CX and citizen engagement discuss strategies for building a more inclusive and resilient government, as well as what considerations to take when thinking about AI.

Supporting each other’s CX initiatives through the exchange of customer data, information, tools, and resources has become a priority for government agencies. By fostering inter-agency partnerships, agencies enhance their collective ability to understand and address customer needs more effectively. This session will explore how agencies are leveraging shared insights and resources to optimize CX across government entities, promoting seamless service delivery and improved user satisfaction.

Investing in customer experience has become a priority for the federal government to enhance public trust, satisfaction, and loyalty — all to foster a stronger connections between governments and constituents. Doing so requires investment in the right platforms and technologies to support new CX strategies and practices. Recent federal funding has revolutionized the federal technology space, allowing for modernization like never before.This panel will explore how increased funding has unlocked new opportunities for a new wave of CX.

Total experience (TX) emphasizes the integration of culture, people, and technology to create seamless and impactful experiences for employees, customers, and users alike. By intertwining these key areas, agencies can foster improved brand loyalty and awareness while breaking down business silos and stimulating innovation. In this closing session, learn how to weave together culture, people, and technology to create seamless and impactful user experiences that leave a lasting impression