This year at the FCW Summit: IT Modernization, Genesys’ Steve Boberski, Senior Business Development Executive, discussed how a modern CX platform can improve the employee and customer experience during his segment titled, Transformational CX: Serving more customers with fewer calls, a better experience for everyone. Topics highlighted in this segment include how to bring empathy into digital government services, the role of data and AI technology combined with human engagement, and an example of proactive and predictive service in government.