Clickthrough: A Total User Experience Podcast

Yesterday, we shared part one of our new Clickthrough podcast. Guests, Mike Raker, CTO of Maximus and Jason Schick, Vice President of US Public Sector at Genesys focused on how citizen expectations about service delivery are changing and the pressure this is placing on federal agencies. In the second part of the podcast, linked below, the conversation with Raker and Schick continues with a focus o...

Federal government agencies have found themselves in the middle of a service delivery revolution driven by generational change and fueled by the power of AI-enabled technology. Long gone are the days when citizens were content to walk into an office to get answers to questions about benefits or government services. Even the days of turning to websites in the hopes of finding the right answers, the...

In the first part of our podcast on digital transformation trends for the defense community, Donna Settle, Vice President, Federal Defense for Maximus, former Acting CIO for the Department of Defense, Reserve Brigadier General (Ret.) Leslie Beavers, and Lt. Gen. (Ret.) Mary F. O'Brien  who served as the director of command, control, communications, and computer/cyber and CIO, J6, Joint Staff at th...

Today, federal healthcare agencies face many of the same pressures as private sector healthcare providers including more patients needing care, skyrocketing costs, heightened expectations surrounding the patient and beneficiary experience. But with workforce reductions and budget cuts across federal healthcare agencies, managing costs and expectations while still delivering on the mission has neve...

The Defense community has always been on the cutting edge of technology adoption and deployment. From Defense Advanced Research Projects Agency’s (DARPA) role in laying the groundwork for the Internet , to the investments that developed today’s AI technology, and weapons systems, drone capabilities, and even medical technology to name just a few areas where the defense community has led the way in...

Caring for veterans is a job that for the most part falls to family members who, until the moment they start caregiving, have had no prior experience. As well as the physical act of caregiving, these family members suddenly need to become knowledgeable in navigating medical care and interacting with a formidable bureaucracy . Even though caregivers are a vital link between health systems and every...

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...

What do hackathons have to do with national defense? More than you might think. In this episode, we sit down with Dr. Arun Seraphin of NDIA’s Emerging Technologies Institute and Derrick Pledger of Maximus to explore how hackathons are helping government and industry tackle complex challenges in real time. From accelerating emerging technology solutions to breaking down silos between agencies and v...

In this episode of the Clickthrough podcast, host, Hillary Fredrick is joined by Jonathan Shapland, who is Senior Director of Technology at Maximus and Cathy Muha, Senior Director of the Customer Experience Accelerator at Maximus, to learn more about digital health services and what these newer, patient-centric solutions can offer to caregivers and providers alike.

In the third episode of Season 2 of Clickthrough, host Hillary Fredrick is joined by MaryAnn Monroe, Vice President of the Maximus CX Accelerator, and Mike Kuentz, Principal Solutions Architect, to unpack the promise – and the pressure of building a connected citizen-first future through AI, the cloud, and Total Experience Management tools. It’s a fascinating discussion, and one that anyone attend...

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 eas...

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...

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 indust...

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 Cl...

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 Experien...

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 dol...

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.

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.

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.

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.

With the arrival of the Internet the world entered the Information Age, where everything you could ever want to know was just a click away. The public has access to so many web-enabled services – be it apps on their mobile devices or storefronts on their computers – that now the focus has shifted to refining user experiences. In the Experience Age, consumer experiences are shaping how the public e...

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.