On September 30, more than 250 employees from 54 state agencies gathered at the Empire State Plaza for the first New York Experience (NYX) Summit.

In-person service design is one of the most immediate and visible ways government touches the lives of New Yorkers.

Every program, every service, every improvement we make has a story behind it, and telling that story well is one of the most powerful ways to build momentum for change.

The New York Experience (NYX) Task Force reconvened to unite agency leaders, innovators, and practitioners with a shared goal: making government work better for the people it serves.

Clarifying customer experience (CX) common myths helps ensure everyone is working from the same foundation and can fully leverage CX to better serve New Yorkers.

Plain language is more than simplifying words or cutting jargon. It means writing in a way that people can understand the first time they read it.

Customer experience is a relatively simple idea that turns out to be hard in practice, especially in the public sector.

Tonya Webster, chief CX officer in the New York State Executive Chamber, was recognized as one of the top 50 CX influencers by CX Network.

At the Qualtrics X4 2025 Summit, Chief Customer Experience Officer Tonya Webster shared how the state is transforming the way it serves millions of New Yorkers, visitors, and businesses.

The New York Experience is reimagining a government that works better for the people it serves, making services easier to use, more responsive, and built around real-life experiences.