Maryland’s Katie Savage on prioritizing CX for state agencies’ future success

Katie Savage, secretary of IT for Maryland, shares her thoughts on what state agencies can do today to build the capabilities, talent and organizational structure needed for the future of citizen experience. “We’re really focused on how we can provide a better operational experience for our sister agencies—the network, radio infrastructure or collaboration tools. But we are remiss in what we offer in terms of customer experience. One of the plans I have is take a more product-centered approach,” she says.