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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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Evidence Based Treatment to Improve Client, Staff, and Community Recovery

  • Area of Focus:
  • Year: 2026
  • Organization: Washington State Department of Corrections
  • Presenter: Rain Carei
Presentation

Make Friends and Do Cool Stuff: Building the Relationships That Turn Ideas into Action

  • Area of Focus:
  • Year: 2026
  • Organization: Washington State Department of Health
  • Presenter: Jessie Cronin

People-Centered Leadership: Leading with Courage, Connection, and Growth

  • Area of Focus:
  • Year: 2026
  • Organization: Washington State Department of Corrections
  • Presenter: Kara Withers

Strategies for Customer Service and Change Management in Public Health

  • Area of Focus:
  • Year: 2026
  • Organization: Washington State Office of Financial Management
  • Presenter: Paige Fury
Presentation

Finish: Getting CX Projects All the Way to the Citizen

  • Area of Focus:
  • Year: 2026
  • Organization: Lean Agility Inc.
  • Presenter: Craig Szelestowski

Leading with Agency Values to Bring Change

  • Area of Focus:
  • Year: 2026
  • Organization: Washington State Department of Enterprise Services, Health Care Authority, and Department of Fish and Wildlife
  • Presenter: Cami Feek, Taylor Linke & Amy Windrope

Walking our Talk – Leading Innovation in These Times

  • Area of Focus:
  • Year: 2026
  • Organization: University of Washington's Evans School of Public Policy & Governance
  • Presenter: Jodi Sandfort

Behind Every Customer Experience Is a Staff Experience

  • Area of Focus:
  • Year:
  • Organization: Your Washington
  • Presenter: Anne Althauser

From Feedback to Function: Why CX is the New Standard for Public Service

  • Area of Focus:
  • Year:
  • Organization: Arizona Department of Economic Security
  • Presenter: Kellyanne Beck
Presentation

Using Human-Centered Design in CX Improvements

  • Area of Focus:
  • Year:
  • Organization: Anthro-Tech
  • Presenter: Camy Naasz

What if We Went Bananas for Change Management and Customer Experience?

  • Area of Focus:
  • Year:
  • Organization: Washington State Department of Labor and Industries
  • Presenter: Cheryl D'Angelo-Gary

The Trust Lens: A Practical Framework for Better Work and Better Customer Experiences 

  • Area of Focus:
  • Year:
  • Organization: Wendy Fraser Consulting
  • Presenter: Wendy Fraser
Presentation