Upcoming Events
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Keynote Day 1: The Joyful Rebellion: Why Less Stress Is the Future of Work
Session Description What would happen if we created workplaces where people could do great work and feel good doing it? In Joyful Rebellion, Amy Leneker shares insights from her national research study, The State of Stress & Joy at Work 2026. The f ...
The Next Steps for Missouri in its CX Journey: Leveraging Survey Data to Make Real Change.
Session Description Missouri has an opportunity to move its customer experience (CX) journey from simply measuring satisfaction to driving meaningful change. Survey data provides more than a snapshot of how customers feel—it can reveal where governm ...
From Public Service to CX Leadership: Lessons Across Government and Industry
Session Description What does it take to build and sustain a customer experience (CX) program that creates meaningful change? In this fireside chat, Marcy Jacobs will share lessons and insights drawn from her career across the State of Maryland, the ...
Excellent Service Starts with Us
Session Description "Welcome to DOL: Human-Centered Customer Service" is a required training for all new employees within their first 90 days. This course helps employees understand workplace expectations when interacting with colleagues and custome ...
Why Some Problems Don’t Stay Solved: A New Way to Understand Public Sector Challenges
Session Description Have you ever solved a problem only to watch it come right back? In customer experience work, we often improve a process or remove a barrier, only to see frustration pop up somewhere else. Not all challenges are created equal. ...
The Innovators Method: Driving Impactful CX Through Deep Immersion
Session Description Services often fail when built strictly for compliance instead of user reality. Top-performing organizations achieve breakout results by uncovering the deeper motivations driving customer behavior. In this fast-paced, 50-minut ...