Join the ACT-IAC Customer Experience COI member meeting for a panel of government experts discussing omni-channel CX.
In the effort to provide optimum citizen service, government agencies are looking to an omni-channel contact to integrate and synchronize multiple communication channels to provide a seamless, consistent, and personalized experience. Omni-channel CX allows citizens to connect with an agency using various service channels such as voice, email, chat, and SMS, with agents having immediate access to a centralized view of the citizen's history in the CRM system.
Listen to a panel of government CX professionals discuss their plans, experience and challenges with implementing omni-channel into their contact centers.
Hear from:
- Alan Burnstine, Director of Digital Technology and Innovation, Amtrak
- Sylvie K. Williams, Transformation Officer – CX, Office of Unemployment Insurance Modernization. Office of the Secretary, U.S. Department of Labor
- David Lunsford, Senior Customer Experience Strategist, Taxpayer Experience Office (TXO), Department of Treasury, Internal Revenue Service
About the Panelists
Alan Burnstine is a Director of Digital Technology and Innovation at Amtrak, managing the software and communications portfolio of contact center and station agents. Alan brings over three decades of experience as a contact center agent, manager, and system support engineer, numerous roles at a contact center software vendor, and fourteen years with Amtrak Digital Technology. Alan focuses on implementing technology that improves the customer experience and allows agents to excel in their roles.
Sylvie Williams is currently the Program Lead for Customer Experience (CX) at the USDOL Office of Unemployment Insurance Modernization (OUIM). In that role, she is charged with assisting state workforce agencies in improving the experience of citizens interacting with the unemployment insurance programs. With almost 2 decades of UX/CX experience and a Masters in Human Computer Interaction, Sylvie has a strong belief that participatory design improves CX, increases efficiency and reduces the need for agency intervention.
David Lunsford is a Senior Customer Experience Strategist in the Internal Revenue Service’s Taxpayer Experience Office, where he manages agency-wide efforts to measure and improve taxpayer services. David has nearly two decades of experience in both the public and private sector as an Agile product manager, digital content strategist, technical advisor, and policy analyst.
United States