Clickthrough: A Total User Experience Podcast

Latest Episodes:

Agentic AI is Poised to Drive Government Efficiency in 2025 Mar 20, 2025

Show notes

There’s no doubt about it, 2025 is the Year of AI for the federal government. From predictive AI to generative AI there are so many examples of how AI can help federal agencies and workers be more efficient.

But have you heard of Agentic AI? Agentic AI, where autonomous AI agents can understand and interpret customers’ questions using natural language and with minimal human intervention, is an easy way for agencies to connect with their end-users to triage and solve common problems. Agentic AI makes services more accessible and makes agency workers more efficient by enabling them to focus on more complex and high-value tasks. Moreover, AI Agents are available 24x7, are infinitely scalable and are consistent and accurate because they run on data driven insights.

With the federal government under increasing pressure to modernize service delivery while ensuring efficiency, security, and accessibility. AI-powered agents are emerging as a game-changer, enabling faster, more intuitive, and scalable citizen interactions. But how can agencies successfully integrate AI into their workflows? In this episode of the Clickthrough podcast one of Salesforce’s leading experts in Agentic AI for government, Mia Jordan, joins Mike Raker, Chief Technology Officer at Maximus, and host, Hillary Fredrick to answer that question and discuss how Agentic AI can improve customer experience and drive efficiency in the delivery of government services.

Department of Defense Increases Investment in Patient Centric Modernization Jan 16, 2025

Show notes

Investments in constituent experiences (CX) are a key part of agency modernization strategies today across the federal government. But while most of these CX investments are directed towards external end users of agency services, the Department of Defense’s embrace of CX improvements is slightly different. For the DoD, their end user is the warfighter and their family and the need to improve their experience in interacting with the complex bureaucracy has never been more important as part of retention and recruitment goals.

While much of the public conversation has focused on access to IT, training, and recognition, one of the other areas in which the DoD is improving CX is in healthcare. Investments in patient centric modernization are rising and in this episode of the Clickthrough podcast on Government Technology Insider, Hillary Fredrick had the opportunity of speaking to Seileen Mullen, former Assistant Secretary of Defense for Health Affairs. Ms. Mullen has spent nearly 30 years within the military healthcare ecosystem and shares her insights on the strategies that are enabling military health agencies to rethink, redefine, and reimagine integrated health services that are critical to warfighter readiness to ensure that customer experience is at the center of innovative care models.

During the conversation Mullen shared that our “patients are now the drivers. They get to decide how and when they want to be seen, and not the other way around. It’s no longer about the number of times we get them in the waiting room. It’s about meeting the patients where they are in their lives at the time they need care ... Under My Military Health, which is a comprehensive blend of self-guided care-on-demand and scheduled virtual care and interactive messaging to better manage care plans between medical appointments. Today, we have five pilot sites, and we're rolling them out system wide, beginning in 2025.”

Clickthrough Season 2: Total User Experience in 2025 Jan 15, 2025

Show notes

Welcome to season 2 of Clickthrough, we are thrilled to raise the bar with the value we deliver in our episodes this year. Subscribe to stay up to date on our latest episodes!

About Clickthrough:

In this podcast we will focus on solving the key challenges federal agencies face as they work to transform user experiences. Each episode will bring you insightful conversations between leaders in industry and government. In these conversations, we’ll discuss how agencies can use human-centered design and innovative technology to provide exceptional experiences at every level of service delivery.

2024 Highlights: Transforming CX Through Design, Data, and Technology Dec 30, 2024

Show notes

This year has been a banner year for customer experience (CX) transformation in the federal government. Spurred on by the Executive Order on Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government and pressures from changes in the private sector, federal agencies from the Department of Defense to the IRS have invested heavily in CX. In our Clickthrough podcast, brought to you by Maximus, host, Hillary Fredrick has kept listeners up to date on CX transformation through design, data, technology, and a guest list of experts who have shared their insights and experiences. In this final episode of Clickthrough for this year, Fredrick shares her 2024 highlights and recaps the CX journey for federal agencies.

Ep 7: The DoD is Accomplishing Monumental Feats by Aligning IT Modernization with Customer Experience Dec 17, 2024

Show notes

The Department of Defense is used to accomplishing monumental feats. From protecting the national interest to managing a workforce of nearly 3 million people, nothing happens on a small scale. This is clearly evident in both the IT modernization goals for the agency and its customer experience (CX) improvement plans to align with the December 2021 Executive Order on Transforming Customer Experience and Rebuilding Trust in Government.

While it would be easy to treat these two major projects as separate entities, what the Department of Defense has learned is that when CX is put at the center of IT modernization the impact drives innovation forward more quickly and enables service members to receive the exemplary service they deserve.

But what does this look like in practical terms?

Hillary Fredrick, host of the Clickthrough podcast, sat down with Donna Settle, Vice President for the Federal Defense Market at Maximus and Chris Doty, Senior Practice Manager for the Department of the Air Force at AWS to learn more about how the United States Air Force and the United States Space Force have approached this vital work.

Settle shared during the post that “cloud adoption and AI implementation alone don't necessarily solve a lot of the day-to-day experience problems. It's about empowering those customers and stakeholders to perform their mission more effectively. We do know that cloud adoption enables faster access to the mission critical data from anywhere and that as long as there's access, whether airmen are in a deployed environment or at a home station. We also look at AI from an implementation point to eliminate those boring, repetitive tasks. The goal overall is to free up the time of the airmen so that they can focus more strategically.”

Ep 6: Smarter Data, Better Experiences: AI in the Customer Journey Nov 27, 2024

Show notes

Improving customer experience is one of the top priorities for federal agencies today. Driven by both a desire to match the omnichannel interactions that constituents are used to having with brands in the private sector and the Executive Order on Improving Customer Experience and Service Delivery to Rebuild Trust in Government issued in December 2021, federal agencies are investing millions of dollars in customer experience (CX) solutions.

But how do agency leaders know if the investments they are making are driving the outcomes they are looking for?

In this episode of the Clickthrough podcast, Michael Palmer, Chief Customer Experience Officer and Associate CIO, Bureau of Industry and Security at the Department of Commerce and James Bench, Managing Director of Technology Services at Maximus, join host Hillary Frederick to share insights about the role of data intelligence in helping agencies find their true north when it comes to setting and meeting their CX goals.

Ep 5: The Evolution of Federal Customer Experience Aug 27, 2024

Show notes

In this episode, we sit down with Joe Jeter, Senior Managing Director for Federal Technology at Maximus, and Prashanth Krishnamurthy, Senior Solutions Architect at Amazon Web Services, to discuss how contact centers are raising the bar and driving the evolution of federal customer experiences.

Ep 4: Overcome Cultural Barriers with a Total Experience Mindset to Drive Innovation Jul 11, 2024

Show notes

In this episode, we sit down with Michael Carroll, Chief of Acquisition and Procurement at the US Army HRC, and Pamela Powers, Defense Market Lead at Maximus to discuss how Department of Defense (DoD) agencies can initiate a culture shift to embrace a total user experience mindset that will drive innovation.

Ep 3: Designing Secure Systems with Cybersecurity and CX Principles That Drive Modernization Jun 11, 2024

Show notes

In this episode, we sit down with Matt Smith, Senior Advisor to the CISO at the Department of Homeland Security (DHS) and Kynan Carver, Cybersecurity Lead at Maximus to discuss how pursuing customer experiences (CX) and cybersecurity as a joint goal drives modernization.

Ep 2: A New Era of Public Health: Why Improving Health Outcomes Starts with Total Experiences May 14, 2024

Show notes

In this episode, we sit down with Renae Facundus, Director of Interoperability and Analytics at the Department of Veterans Affairs, and Monica Rosser, Health Market Lead at Maximus, to discuss how CX principles and interoperability initiatives are driving a new era of public health.

Our TOPPODCAST Picks

Follow Us

Stay Connected

Clickthrough: A Total User Experience Podcast

Related Podcasts

Links

Stay Connected