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 Federal Government, and the private sector.
Marcy will reflect on her experiences developing and advancing CX programs in different environments, exploring what she has learned about building a customer-centered culture, navigating organizational change, engaging leaders, and turning CX principles into practical results. The conversation will highlight both the common challenges and unique opportunities that emerge when applying CX across government and industry.
Through candid stories and real-world lessons, Marcy will offer perspectives on what works, what doesn’t, and what CX leaders can learn from working across sectors. Attendees will leave with practical insights and a broader perspective on how to build CX programs that are sustainable, impactful, and focused on the people they serve.
Presenter Information
Marcy Jacobs is a former senior government official in both Federal and State government, 
recognized for leading digital transformation across multiple administrations. Marcy has supported government agencies both as a consultant and a government employee. During her time in government, she founded and led the Maryland Digital Service, served as the director of the design community of practice for the United States Digital Service at the White House, and led the Digital Service team at the Department of Veteran Affairs. In her consulting roles, she led the Federal customer experience practice at McKinsey & Co, and grew and led the customer experience practice at SRA International. She brings 20 years of experience in customer and employee experience, human centered design and digital transformation, and has spent her career on mission driven work for government agencies.
Hannah Burn is a Director of Product at Granicus, a technology company that partners with 
governments. Prior to that, Hannah led digital service efforts at Washington state. Across both the private and public sector, Hannah spends her time thinking about how to make it easier for governments to understand their customers and improve their experience. Hannah started her career in public radio and still believes good storytelling is key to getting anything done.