Embark on a transformative journey with Acting Deputy Assistant Secretary Kerry Porter from the State Department's Bureau of Global Public Affairs. Discover how cutting-edge content strategies, driven by technology, redefine government-citizen interactions. Through illuminating examples, explore how her team is leveraging data insights and automation to craft seamless, personalized experiences.

Kerry Porter

Acting Deputy Assistant Secretary, Bureau of Global Public Affairs
Dept. of State

Establishing customer trust and achieving desired outcomes depend on exceptional customer experiences driven by relevant and engaging content. As the demand for high-quality content continues to soar, government agencies must innovate in content creation, management, and personalization to meet evolving expectations effectively. Moreover, delivering these impactful experiences with heightened efficiency is crucial for fulfilling mission objectives and maximizing public engagement.

In this session, attendees will delve into the strategies and tools utilized by government agencies to create, manage, and personalize content efficiently, addressing the increasing need for quality information. Additionally, they will explore innovative approaches to delivering these experiences with heightened efficiency, empowering them to better engage with the public while successfully achieving their mission objectives

Nathan Simpson

Webmaster
Virginia Department of Emergency Management

Matt Harmon

Director of Web Communications
Department of Homeland Security

Tyson Bowman

Senior Solutions Consultant
Adobe

Nancy Newell

Head of Strategic Alliances & Marketing Experiences, Public Sector,
Adobe

To meet the ever-rising expectations of consumers, government agency leaders and communication professionals must reimagine their strategies to deliver personalized, consistent, and meaningful customer experiences. This entails meeting customers wherever and whenever they engage with the agency, ensuring seamless interactions tailored to their needs. Engagement spans two categories: agency-initiated moments, orchestrated by the agency, and constituent-initiated moments, occurring when customers seek government services.

In this session, participants will gain a comprehensive understanding of how government entities leverage cutting-edge technology to facilitate seamless omnichannel customer journeys. Through insightful case studies and practical examples, attendees will explore how these technologies are implemented to optimize every touchpoint of the customer journey.

Wendy Bhagat

Director, Product Marketing & Delivery Group, FSA
Dept. of Education

Robert Chandler

Public Sector Solutions Consultant
Adobe

Nancy Newell

Head of Strategic Alliances & Marketing Experiences, Public Sector,
Adobe

At every government level—federal, state, and local—there's a crucial chance to rebuild public trust amid historic lows. In our digitally connected world, experiences shape opinions, whether booking a flight or paying taxes. We expect seamless, personal interactions from organizations and brands. Positive experiences build loyalty, but one negative encounter can erode trust significantly. Understanding and meeting constituents' needs are vital for both public and private entities. For citizens accessing government services, often crucial, this is especially critical. Government must grasp citizens' desires to foster trust in its processes and services.

Melanie Harris

Principal, Digital Strategy Group, Travel, Hospitality & Live Experiences
Adobe