As we navigate an increasingly interconnected world, the expectations of how government agencies provide services continue to evolve. The public now demands seamless and secure experiences, placing agencies at the intersection of two critical priorities: customer experience (CX) and cybersecurity.
In the latest episode of Clickthrough: A Total User Experience, 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. Together, they explore how treating CX and cybersecurity as complementary goals can empower federal agencies to modernize and build trust with the public.
Their discussion highlights strategies for overcoming the tension between delivering user-friendly services and maintaining robust security measures. They delve into how collaboration between CX and cybersecurity teams can drive modernization efforts that protect sensitive information while ensuring positive and efficient interactions for the public.