ACT-IAC Customer Experience COI February 2026

The New Service Delivery Playbook in Government: 5 Key Service Priorities for 2026

The CX Community of Interest will convene on February 18 for a dynamic session bringing together members from across government and industry. As agencies move from strategy to execution under new service delivery mandates and budget realities, this session creates space to align on what matters most for the year ahead.

The meeting will reflect on recent accomplishments in service delivery, kick off the year’s content agenda, and preview priority themes that will anchor upcoming deep‑dive sessions.  Attendees will also hear perspectives from the leaders of three new working groups—Workforce Optimization, Service Delivery Insights, and Contact Center Optimization—including how these groups are structured, where they are headed, and how members can engage throughout the year.

The session will be hosted by Industry Lead Lee Becker and Government Lead Janet Pence, who will guide the community in shaping its focus for the year ahead. It is designed for CX, service delivery, digital, operations, and policy leaders across government and industry.