Summary - Contact Center Summit 2026

DESCRIPTION:

The Contact Center Transformation Summit brings together government leaders, industry experts, and practitioners to explore how contact centers are evolving to meet the rising expectations of the public and to deliver critical services more effectively.

Contact centers remain one of the most important touchpoints between government and the people it serves – supporting access to benefits, healthcare and tax services, housing, emergency assistance, and more. As citizens’ needs change and interactions now integrate emerging technology into service delivery, agencies must modernize their contact center operations to provide faster, more accessible, secure, and human-centered experiences.

This summit will focus on how federal, state, and local governments are transforming service delivery through contact centers using innovative technologies, modern workforce strategies, and customer experience best practices. Sessions will highlight real-world use cases showing how agencies are leveraging digital channels, AI-enabled tools, data and analytics, and integrated service models to improve citizen outcomes.

KEY TOPICS INCLUDE:

Modernizing contact centers to optimize omnichannel service delivery
Using AI and automation to enhance human agent workflows and back-office processes
Improving accessibility, equity, and trust in citizen interactions
Strengthening the contact center workforce through training, tools, and engagement
Integrating contact centers with digital services and life-event journeys
Measuring success through CX metrics, performance data, and service outcomes

The Contact Center Transformation Summit provides a forum for sharing lessons learned, best practices, and forward-looking strategies that help government agencies deliver the responsive, reliable, and empathetic service the public expects – today and in the future.

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