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Conference Materials

Below you will find the materials and recordings from this year's conference as well as the previous two conferences. If you would like materials from conferences prior, please contact us at your@gov.wa.gov.

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Transforming a Department: One Process at a Time

  • Area of Focus: Continuous Improvement
  • Year: 2025
  • Organization: Port of Seattle
  • Presenter: Jared Thatcher, Hala Rabo, and Lisa Maddox

Better Experiences at Scale: Advancing Customer Experience Across New York State

  • Area of Focus: Diversity, Equity and Inclusion, Human-Centered Design
  • Year: 2025
  • Organization: State of New York
  • Presenter: Abbey Kos

SHARE MO: Missouri’s Customer Experience Program

  • Area of Focus: Human-Centered Design
  • Year: 2025
  • Organization: State of Missouri
  • Presenter: Bobby McKee
Presentation

Facilitating Change: Bridging Evidence and Engagement to Improve Customer Experience

  • Area of Focus: Human-Centered Design
  • Year: 2025
  • Organization: University of Washington, Evans School of Public Policy
  • Presenter: Amanda Bankston

Our Journey Building Customer Experience Foundations

  • Area of Focus: Human-Centered Design, Performance Management
  • Year: 2025
  • Organization: Washington State Employment Security Department
  • Presenter: Matt LaPalm

From Lean to CX: A New Chapter in Serving Washingtonians

  • Area of Focus: Continuous Improvement, Human-Centered Design
  • Year: 2025
  • Organization: Your Washington
  • Presenter: Jeannie Bowen
Presentation

Piloting for Impact: Turning CX Ideas into Statewide Solutions

  • Area of Focus: Human-Centered Design, Performance Management
  • Year: 2025
  • Organization: Civilla
  • Presenter: Gabriela Dorantes & Kristen Uroda
Presentation

Cheers to Monday: 3 Simple Steps to Un-Stress Your Work

  • Area of Focus: Emotional Intelligence
  • Year: 2025
  • Organization: The Leneker Team
  • Presenter: Amy Leneker
Presentation Handout

Design that Delivers: Enhancing Customer Experience through Universal Design

  • Area of Focus: Diversity, Equity and Inclusion, Human-Centered Design
  • Year: 2025
  • Organization: Washington State Disability Inclusion Network
  • Presenter: Sarah Norton
Presentation Handout

Security Guards Licensing Journey Case Study: How DOL Improved the Licensing Experience for Security Guards

  • Area of Focus: Human-Centered Design
  • Year: 2025
  • Organization: Washington State Department of Licensing
  • Presenter: Alysha Myers, Danica Taylor, Dee Sharp, and Kenzie Rios
Presentation

Who do we Serve? Why CX Makes it Easier (and Faster! and Cheaper!) to Serve Everyone

  • Area of Focus: Human-Centered Design, Performance Management
  • Year: 2025
  • Organization: Qualtrics and Washington Technology Solutions
  • Presenter: Dr. Sydney Heimbrock and Hannah Burn
Presentation

Keynote: How to Build Your CX Culture

  • Area of Focus: Human-Centered Design, Keynote, Organizational Development
  • Year: 2025
  • Organization: Consultant and Your Washington
  • Presenter: Tamieca Hamlin and Jesse Jones
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