A new cashflow problem looks a lot like an old one; a model for agile innovation inside the Pentagon
Janice Haith - former Deputy CIO of the Navy | Ryan ...
Stephen Sopko, Managing Client Partner at Verizon discussed the significant strides in customer experience (CX) improvement across federal agencies, highlighting the IRS’s advancements. With the introduction of over 6000 customer service representatives post-Inflation Reduction Act, the focus was on efficiency in CX efforts, which Verizon has been instrumental in enhancing. Sopko detailed the implementation of innovative solutions like virtual callbacks and natural language IVR systems to manage high call volumes and improve constituent interactions. This transformative CX journey has garnered positive attention from Congress and is a testament to the success of Verizon’s long-term partnership and technology integration with the IRS.