Author: Jennifer L. Phillips
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Customer Experience (CX) 
Summer of CX Webinar Series: Improving CX for Benefit Access
This webinar session discusses how to address customer experience challenges presented by digital identity in public benefit programs.
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Customer Experience (CX) 
Summer of CX Webinar Series: CX Metrics for Decision Making
This webinar session discusses the importance of using CX metrics to guide agency-level decisions and how to gather, analyze, and apply customer feedback to optimize products and services.
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Human-Centered Design 
Summer of CX Webinar Series: Principles to Improve CX
This webinar discusses the White House Executive Order and federal agency guidance for improving customer experience in public benefit programs.
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Recent Developments in Unemployment Insurance Modernization
The UI Technology Coordinating Coalition hosted a virtual conversation on April 13, 2023 focused on recent developments in unemployment insurance (UI) modernization efforts with guests from the U.S. Department of Labor's Office of UI Modernization and the Illinois Department of Employment Security.