CX Exchange

CX Exchange 2024: HCLSoftware’s Michael Roe on keeping people at center of experience design

Agencies know that the public now expects personalized CX from government services, the HCLSoftware product manager says.

Federal Insights

CX Exchange 2024: DCSA’s Mark Pekrul on bringing more transparency to clearance process

Defense

CX Exchange 2024: Maximus’ MaryAnn Monroe on tech advances in experience capabilities

Federal Insights

CX Exchange 2024: AmeriCorps, NTSB on using TMF funding to reimagine systems and services

IT Modernization

CX Exchange '24 Day 1 Maryann Monroe Maximus

CX Exchange 2024: Maximus’ MaryAnn Monroe on the only experience metric that matters

Federal Insights

CX Exchange '24 ACF Natalie Grant and HUD's Joe Carter

CX Exchange 2024: ACF’s Natalie Grant, HUD’s Joe Carter on ‘trauma-informed’ service delivery

Technology

CX Exchange 2024: Verizon’s David Werner on infusing AI into digital experiences

Federal Insights

CX Exchange '24 SSA Commissioner Martin O'Malley

CX Exchange 2024: SSA’s Martin O’Malley on creating better experiences for the masses

Federal Insights

CX Exchange 2024: VA’s John Boerstler on expanding outreach to veterans

Federal Insights

CX Exchange 2024: DoD’s Tashona Beale on Washington Headquarters Services’ first-ever CX management plan

Management

CX Exchange 2024: Adobe’s Nancy Newell on data-driven customer service improvement

Federal Insights

CX Exchange 2023: GSA’s Leilani Martínez on opening fresh ‘digital front door’ to federal services

With the unveiling of a retooled USA.gov and USAGov en Español, GSA offers new online tools to access federal resources more quickly. We talk with the…

Technology

CX Exchange 2023: FDA’s Josh Lehman on how his agency’s not so different from Zappos — employees come first

The agency implemented kiosks with virtual technicians to accelerate IT help desk services. FDA’s Josh Lehman explains how that initiative is an example…

Technology

CX Exchange 2023: State’s Shannon Cazeau, David Tucker on delivering great employee experience worldwide

Technology

The CX team in State’s talent bureau likes to frame experience as “backstage” for employees and “onstage” for customers. We learn from State’s Shannon Nagy Cazeau and David Tucker about the intricate way these stages play off each other.