About the Session
Learn how the Employment Security Department built a customer experience program that drives real impact by integrating customer voice into product development. This session will share practical lessons from ESD’s journey developing the Product Management discipline, connect CX insights to product backlogs, and elevate customer measures into leadership conversations and strategy.
Presenter Information
Matt LaPalm leads the Product Management team at the Washington State Employment Security Department, leading a centralized product management discipline that includes the agency’s customer experience functions. This work focuses on integrating customer voice into prioritization and solution development. Matt brings a passion for customer success and building products that deliver meaningful impact for the people of Washington.