Our Federal News Network CX Exchange 2024, presented by Maximus, might be over, but the smarts live on. You can now find articles and full sessions on demand.

Discover all the tips and tactics shared by the federal and industry customer experience experts who sat down with our tech-savvy journalists.

We’ve got you covered with on-demand articles and full sessions from our exclusive event.

Simply scroll through each daily agenda, choose a session and click on its red “View Session” button.


1:00 pm - 1:30 pm

Federal keynote: SSA Commissioner Martin O'Malley on CX for the masses

Moderated by Jason Miller

Martin O'Malley of SSA
1:30 pm - 2:00 pm

Industry insight: Maximus' MaryAnn Monroe on scaling CX

Moderated by Jason Miller

MaryAnn Monroe of Maximus
2:00 pm - 2:30 pm

Federal keynote: DCSA's Mark Pekrul on bringing more transparency to clearance process

Moderated by Justin Doubleday

Mark Pekrul of DCSA
2:30 pm - 2:45 pm

Industry insight: Adobe's Nancy Newell on meeting customers where they are

Moderated by Jory Heckman

Headshot Nancy Newell
2:45 pm - 3:30 pm

Federal keynote: 'Recovering from a Disaster' – a Life Experience panel

Moderated by Jory Heckman
Featuring HUD's Joe Carter and ACF's Natalie Grant

Joe Carter of HUD Natalie Grant of ACF
3:30 pm - 3:45 pm

Industry insight: Verizon's David Werner on infusing AI into digital experiences

Moderated by Jason Miller

David Werner of Verizon
3:45 pm - 4:30 pm

Federal keynote: DoD's Tashona Beale on modernizing services that support Fourth Estate agencies

Moderated by Anastasia Obis

Tashona Beale of DoD Washington Headquarter Services

Have questions or need help? Visit our Q&A page for answers to common questions or to reach a member of our team.


Martin O'Malley of SSA

Martin O'Malley


Social Security Administration

Mark Pekrul of DCSA

Mark Pekrul

Deputy Assistant Director, Customer and Stakeholder Engagement

Defense Counterintelligence and Security Agency

Jay Boerstler of Veterans Affairs Department

John Boerstler

Chief Veterans Experience Officer

Veterans Affairs Department

Joe Carter of HUD

Joe Carter

Customer Experience Strategist

Housing and Urban Development Department

Natalie Grant of ACF

Natalie Grant

Director, Office of Human Services Emergency Preparedness and Response


Michael Anthony of NTSB

Michael Anthony

Chief Information Officer

National Transportation Safety Board

Andrea Gibbons of AmeriCorps

Andrea Gibbons

Chief Data Officer


Linda Southcott of AmeriCorps

Linda Southcott

Chief Modernization Officer


Tashona Beale of DoD Washington Headquarter Services

Tashona Beale

Customer Experience Strategist, Washington Headquarters Services

Defense Department

Petra Alfred of Navy

Petra Alfred

Director, Customer Experience

PEO Manpower, Logistics and Business Solutions, Navy

MaryAnn Monroe of Maximus

MaryAnn Monroe

Vice President, Total Experience Solutions and Services


David Werner of Verizon

David Werner

Senior Client Partner, Connected Experience Solutions


Michael Roe HCL Software Headshot

Michael Roe

Product Manager


Headshot Nancy Newell

Nancy Newell

Head of Strategic Alliances and Marketing Experiences, Public Sector


Bob Ainsbury

Chief Product Officer