Tech Forecast - On Demand Detail

Improving Customer Experience in a Digital-First World

After major policy changes by the Biden administration in 2021, customer experience became a major focus for government. With updated guidelines and a clear directive to improve government services based on citizens' needs, how do agencies use technology to deliver streamlined, personalized, and digital interactions with those they serve? During this session, government and industry leaders will examine how the most promising technologies, such as cloud and artificial intelligence, combined with iterative, human-centered design, will affect the customer experience in the future.


Charles Thomas, Customer Experience Administrator for Trademarks, U.S. Patent and Trademark Office
Barbara Morton, Deputy Chief, Veterans Experience Office, Department of Veterans Affairs
Evan Davis, Senior Vice President, Federal Civilian, Maximus
Anne Armstrong, VP, Strategic Alliances, GovExec