Session Description
Customer experience (CX) is no longer a ‘nice-to-have’—it is the engine that transforms clunky processes into smooth delivery, program and state agency success. This session with Kellyanne Beck from the Arizona Department of Economic Security explores how a CX-first approach streamlines service delivery while simultaneously reducing the administrative burden on your workforce. Join us to learn how putting people at the center of your operations creates a more efficient government and a more fulfilled team.
Learning Objectives
- Define CX as an Operational Lever: Shift the perception of customer experience from a “marketing buzzword” to a primary driver of operational efficiency and legislative compliance.
- Measure the “Double Win”: Evaluate how a CX-first approach creates a dual return on investment – increasing public trust (High NPS/Star Ratings) while simultaneously lowering workforce burnout by automating and reducing “paperwork fatigue.” Don’t be a leader who only likes tech; bea leader who protects her team’s time.
- Execute the “Feedback-to-Function” Pipeline: Learn a repeatable framework for translating raw citizen feedback into high-functioning digital tools that reduce manual administrative cycles (e.g., shifting from 3 days to 10 minutes).
- Operationalize Team-Based Problem Solving: Identify how to break down silos between Policy, IT, and Frontline staff to ensure that “success” is owned by the collective group rather than a single department.
Presenter Information
Kellyanne Beck is a results-oriented leader who believes that while individual vision sets the course, the most resilient solutions are those built together. With 20 years of experience across change management and client experience, she views every success as a collective win.
Her collaborative roots were planted during seven years in the Army National Guard as a Public Affairs specialist, including a tour in Iraq and managing Arizona’s state public affairs office. Following her service, Kellyanne joined a user-driven design firm in Chicago, where she collaborated with teams to deliver for global brands like Nike, Vera Bradley, and Samsung.
After discovering exactly how much she prefers Arizona sunshine to Chicago winters, she returned home to bridge the gap between government service and client experience. Currently, as the Chief Experience Officer and Product Manager for A-to-Z Arizona at the Department of Economic Security, Kellyanne champions a culture of shared ownership. This team-first approach led to the modernization of the state’s paper-based systems into an agile client portal. The Department’s shared efforts have revolutionized service delivery. Together, they have reduced manual data entry by 20% and transformed a 3-day wait to begin working applications into a 10-minute reality. Since its October 2024 launch, the A-to-Z Arizona portal has maintained a 4.5-star rating and a 60 Net Promoter Score – an industry-leading score for public sector service. Kellyanne remains focused on her favorite part of the job: empowering the people behind the progress.