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Executive Summary

How Better CX Can Be More Than Wishful Thinking

In 2021 the Biden Administration released an Executive Order providing a vision for improving user experiences with government.

So where does that leave agencies almost two years later? Where are they in their journeys? Read this executive summary from government and industry leaders about the framework they use to improve user experience.


Jay DuBois, Multichannel Experience Office (MCXO), Taxpayer Experience Office (TXO), Internal Revenue Service

Dana Chisnell, Executive Director (Acting), Customer Experience, Office of the Chief Information Officer, United States Department of Homeland Security

Willie Hicks, Public Sector Chief Technologist, Dynatrace