Clickthrough: A Total User Experience Podcast

July 29, 2025

S03 E01 | Pathways to Modernizing Citizen Engagement: The Role of AI

Mar 3, 2026 | 19:08

Maximus Chief Technology Officer Mike Raker and Genesys Vice President of U.S. Public Sector Jason Schick discuss how federal agencies can modernize service delivery to meet evolving citizen expectations. As AI-enabled technologies reshape how people interact with organizations, they explore how cloud and total experience solutions can help agencies deliver more responsive, accessible services while managing budget constraints. The conversation highlights practical pathways to modernization that improve citizen engagement and service outcomes.

S02 E010 | Data, Design and the Road Ahead: Part 2 of the Digital Transformation for Defense

Jan 28, 2026 | 20:54

In part two of our podcast on digital transformation in the defense community, Donna Settle joins Lt. Gen. (Ret.) Mary F. O’Brien and Reserve Brigadier General (Ret.) Leslie Beavers to explore the critical role of data, design, and people in modernization efforts. The conversation highlights why interoperable data and a trusted single source of truth are essential for unlocking AI, strengthening mission intelligence, and enabling effective decision-making. The leaders also discuss how human-centered design and process transformation must work alongside technology to drive meaningful, scalable innovation across the defense ecosystem.

S02 E09 | Unlocking the Power of AI at Scale: Advice for Federal Healthcare IT leaders

Jan 28, 2026 | 24:31

In this episode of the Clickthrough podcast, Maximus Managing Director Corinna Dan and Salesforce Population & Public Health Industry Advisor Karen Hay discuss how federal healthcare agencies can navigate rising demand, cost pressures, and workforce constraints. The conversation explores how technologies like Agentforce and agentic AI are helping agencies modernize operations, improve beneficiary experiences, and deliver services with greater speed and accuracy. The episode also highlights the importance of human-centered design to ensure AI-driven innovation supports better decisions, stronger outcomes, and more effective federal health programs.

S02 E08 | Digital Transformation for the Defense Community: Part 1

Jan 21, 2026 | 21:56

In this episode of the Clickthrough podcast, defense leaders Donna Settle, Leslie Beavers, and Lt. Gen. (Ret.) Mary F. O’Brien discuss the evolving digital transformation landscape across the Department of Defense. The conversation explores the Fulcrum Strategy and how DoD’s IT modernization priorities are adapting under new leadership. The panel also examines key cybersecurity challenges, including Zero Trust implementation and identity and access management, and the ongoing need to balance security, usability, and mission responsiveness across a complex defense environment.

S02 E07 | Caring for Veterans Starts with Supporting the Caregiver Lead in Building a Better Caregiver Experience

Oct 30, 2025 | 26:15

Caring for Veterans often falls to family members who have little preparation for the medical, logistical, and administrative challenges they suddenly face. Despite being essential to the health journey, caregivers have traditionally been treated as secondary stakeholders, leaving them out of how care is designed and delivered. In the latest Clickthrough podcast, Monica Rosser of Maximus and Steve Schwab of the Elizabeth Dole Foundation discuss how technology, whole-health thinking, and user-centered design can better support caregivers and the Veterans they serve.

S02 E06 | Reshaping Government Service Delivery with Agentic AI: Experts Share Their Insights

Sep 10, 2025 | 14:55

Generative AI has quickly become fundamental to this next generation of service delivery excellence, and now, the next generation of AI, agentic AI, is poised to help agencies further refine their service delivery capabilities. In this new episode of the Clickthrough podcast, brought to you by Maximus, host Hillary Fredrick and guests Mike Kuentz, a principal solutions architect from AWS, and Sam Frederick, Senior Director of Customer Experience solutions at Maximus, discuss how agentic AI is reshaping service delivery for federal agencies.

S02 E05 | Inside the Innovation: How Hackathons Are Reshaping Government + Defense Collaboration

July 15, 2025 | 19:51

In this episode, Dr. Arun Seraphin of NDIA’s Emerging Technologies Institute and Derrick Pledger of Maximus discuss how hackathons are driving real-time solutions, breaking down silos, and fast-tracking innovation across government and industry.

S02 E04 | Innovations in Federal Digital Health Transform Customer Experience and Service Delivery

Jun 26, 2025 | 41:04

In this episode of the Clickthrough podcast, Jonathan Shapland and Cathy Muha of Maximus to explore how digital health services are delivering more patient-centric solutions for caregivers and providers.

S02 E03 | AI, Insight, and Innovation: The Future of Government Service Delivery

Jun 9, 2025 | 34:28

MaryAnn Monroe and Mike Kuentz of Maximus about how AI, cloud, and Total Experience tools are shaping a connected, citizen-first future.

S02 E03 | Agentic AI is Poised to Drive Government Efficiency in 2025

March 20, 2025 | 32:44

2025 is the Year of AI in government, and Agentic AI is leading the way. In this episode of the Clickthrough podcast, Salesforce’s Mia Jordan and Maximus CTO Mike Raker discuss how AI-powered agents are helping agencies deliver faster, more intuitive, and scalable services while freeing up staff to focus on high-value work.

S02 E01 | Department of Defense Increases Investment in Patient Centric Modernization

Jan 16, 2025 | 12:32

In this episode of the Clickthrough podcast, Seileen Mullen, former Assistant Secretary of Defense for Health Affairs, shares how the DoD is modernizing military healthcare with patient-driven models like My Military Health—combining on-demand care, virtual visits, and real-time communication to better support warfighter readiness.

S02 | Clickthrough Season 2: Total User Experience in 2025

Jan 15, 2025 | 02:06

Welcome to Season 2 of Clickthrough! Join us for conversations with government and industry leaders on how human-centered design and technology are transforming public service delivery.

S01 E08 | 2024 Highlights: Transforming CX Through Design, Data, and Technology

Dec 30, 2024 | 18:18

It’s been a standout year for customer experience in the federal government. In this final episode of Clickthrough, host Hillary Fredrick recaps key moments from 2024—highlighting how agencies advanced CX through design, data, and technology.

S01 E07 | The DoD is Accomplishing Monumental Feats by Aligning IT Modernization with Customer Experience

Dec 17, 2024 | 26:46

The Department of Defense is aligning IT modernization with customer experience to accelerate innovation and better serve service members. In this episode of Clickthrough, Donna Settle of Maximus and Chris Doty of AWS share how the Air Force and Space Force are using cloud and AI to streamline operations, empower personnel, and keep mission readiness front and center.

S01 E06 | Smarter Data, Better Experiences: AI in the Customer Journey

Nov 27, 2024 |24:09

Improving customer experience is a top priority for federal agencies—but how can leaders measure impact? In this episode of Clickthrough, Michael Palmer of the Department of Commerce and James Bench of Maximus discuss how data intelligence helps agencies align CX investments with real outcomes.

S01 E05 | The Evolution of Federal Customer Experience

Aug 27, 2024 | 29:54

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.

S01 E04 | Overcome Cultural Barriers with a Total Experience Mindset to Drive Innovation

Jul 11, 2024 | 27:37

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.

S01 E03 | Designing Secure Systems with Cybersecurity and CX Principles That Drive Modernization

Jun 11, 2024 | 29:19

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.

S01 E02 |A New Era of Public Health: Why Improving Health Outcomes Starts with Total Experiences

May 14, 2024 | 23:48

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.

S01 E01 | Welcome to the Experience Age, Where Total Experiences Drive IT Modernization

Apr 17, 2024 | 30:27

As we shift from the Information Age to the Experience Age, public expectations are being shaped by seamless digital interactions. In this interview, Maximus leaders MaryAnn Monroe and Joe Jeter share how a total experience strategy can help federal agencies meet these expectations and accelerate IT modernization.

S01 | Introducing Clickthrough: Your Guide to Creating a Total User Experience

Apr 10, 2024 | 03:36

This podcast explores how federal agencies can overcome key challenges in transforming user experiences through human-centered design and innovative technology—featuring insightful conversations with leaders from industry and government.

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