Welcome remarks presented by host, Elaine Beeman. 

See the research on how the COVID-19 pandemic has reshaped consumer expectations, and how organizations can reorient themselves to meet these new needs. 

Learn how the IRS responded to the unprecedented demands for new programs and services spurred by the pandemic’s economic upheaval, and how their approach can help other agencies innovate quickly. 

Explore how USDA streamlined customer service using a single platform for phone, chat and web inquiries. 

Learn how Accenture Federal Studio’s people-focused approach and new FutureFrame initiative are helping guide long-term service transformation. 

Explore how the Office of Federal Student Aid modernized and simplified the customer experience for over 40 million borrowers.

A review of the lessons learned and opportunities for further advances in outstanding customer experience.