The Arc of CX Modernization: From Foundations to Human-Centered Services

Across state and local government, the pressure to improve service delivery and customer experience is real. Residents expect digital services that are as simple and secure as the private sector. At the same time, many agencies are still constrained by legacy systems, siloed data, limited staff capacity and long‑standing accessibility and equity gaps.

Join us to hear state and local government leaders and industry experts discuss practical ways to improve customer experience and how to build trust with the people they serve through modernized services.

Through three focused panel sessions, we’ll explore how to:

• Modernize technical foundations without disrupting critical services
• Design more human‑centered, accessible, and inclusive experiences
• Use data, AI, and new delivery models to scale CX improvements over time

Learning Objectives:

• Understand the relationship among the components that comprise today’s modern IT foundation and how they improve cybersecurity
• Outline the steps to improve both the user experience and the customer experience by inserting AI and automation
• Delineate appropriate metrics to measure improvements in meeting your agency’s mission, including tracking customer experiences
• You’ll leave with practical steps to make your services clearer, more inclusive, and more personalized, while building resident trust and confidence in your agency