From the Archives: CX Recommendations from 2020


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This week, The Buzz presents a recording from ACT-IAC's archives.
ACT-IAC's 2020 CX Summit occurred in a particularly challenging year for customer experience. COVID-19 spotlighted the gaps in agencies where progress hadn't happened. while also highlighting agencies where those improvements had already been made.
The virtual event was closed out by a fireside chat between Kathy Conrad and Robert Shea. They discussed Robert's role in the Presidential Election Project, how to expand the focus on CX, how to measure progress, how to improve trust in governance and how to shift to digital access.

Kathy Conrad
is the Director of Digital Government at Accenture Federal Services
Robert Shea is the National Managing Principal of Public Policy at Grant Thornton Public Sector
This recording has been condensed for time.
Want to learn more about how the federal government is adapting their CX policies and strategies to meet the challenges of today? Register now for ACT-IAC's 2021 CX Summit to hear more insights:
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