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.

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.

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.

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.