Modern customer service depends on more than replacing a phone system. Join customer experience and contact center practitioners for a hands-on, one-day session designed to help Texas state agencies plan constituent service that is connected, secure, and ready to evolve with modern applications.
This event brings IT, program, operations, and procurement leaders together to explore the choices behind a modern contact center: constituent journeys across phone, email, chat, and self-service; the technology foundation that connects those interactions; and the operating model needed to deliver reliable service at scale.
Who should attend:Â
Registration is limited to Texas state and local government, and higher education staff and leadership.
Whether you are modernizing the applications behind your constituent experience, rethinking your contact center, or both, this day is designed to give business and IT teams a shared starting point.
Agency and program leaders planning improvements to constituent service
CIOs, IT directors, architects, and application teams modernizing legacy systems
Customer experience, service delivery, and contact center operations leaders
Procurement, vendor-management, and transformation staff evaluating delivery options
Consider the tradeoffs of operating a contact center in-house, using a managed service provider, or adopting a hybrid approach. Leave with a practical framework for evaluating capabilities, control, cost, staffing, and vendor relationships for your agency. Reflect on the decisions and dependencies your agency identified during the day. Leave with practical next steps for assessing your current constituent experience, defining a modernization path, and preparing for future conversations.
