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.
For one day, the focus of government turned to the people we serve. Across rooms filled with energy and purpose, employees explored how to build services that work better for everyone. They learned how to scale what already works and sustain a culture where good experiences are part of everyday government.
The morning opened with remarks from Tonya Webster, New York’s first Chief Customer Experience Officer. She reminded attendees that customer experience is not a trend, but a statewide commitment rooted in the Governor’s vision for a government that works better for all. New York has been improving services for years through digital transformation and frontline innovation. The Summit marked a new phase, one focused on shared action and collaboration.
“We’re not just talking about CX,” Chief Webster said. “We’re doing it.”
That message continued in “Why Customer Experience Matters,” a panel moderated by Commissioner Timothy R. Hogues of the Department of Civil Service. Panelists Executive Deputy Commissioners Scott Melvin from the Department of Labor, Johanne Morne from the Department of Health, and Christian Jackstadt from the Department of Motor Vehicles spoke candidly about serving millions of New Yorkers. They described how small changes, such as clearer forms, shorter lines, and more responsive communication, can build trust and improve performance across entire systems.
Every improvement, no matter how small, adds up. Each of you holds the power to make government work better for someone today.
From there, the Summit moved into action.
In the Build track, Maggie Fuller of the NYS Digital Service led “Creating Your CX Toolkit,” joined by Jason Reid (Qualtrics), Sharon Bautista (Code for America), and Jesse Roberts (AWS). They demystified the essential CX tools—surveys, research, and analytics—and reminded everyone that you don’t need to be a data expert to start improving experiences. “You can begin with one form, one page, one journey,” they said. “What matters most is taking the first step.”
In the Scale track, Jess Houle and Luke Chard from the NYS Digital Service shared “NY.GOV at 15,” tracing how a single redesign effort evolved into a statewide digital ecosystem serving millions. Their message was simple and motivating: start small, share what works, and let users guide every decision.
And in the Sustain track, Doris Gonzalez and Angela Liotta of the Higher Education Services Corporation presented “A Culture of Yes,” showing how HESC has transformed financial aid experiences by embedding empathy and responsiveness into every interaction. For families applying for aid, a “yes” mindset can be the difference between confusion and confidence—and that shift starts with staff who care enough to make things easier.
Attendees watching the "A Culture of Yes" presentation.
NYS Chief Customer Experience Officer Tonya Webster shakes hands with NYS Chief Information Officer Dru Rai.
NYX Summit attendees clapping.
Panelists participate in a "Why Customer Experience Matters" discussion.
The audience listens to panelists during the "Creating Your CX Toolkit" presentation.
Empire State Fellow Samantha Slusher speaks at the NYX Summit.
NYS Digital Service Director Jessica Houle speaks about her experience transforming NY.GOV.
NYS Chief Information Officer Dru Rai speaks at the NYX Summit.
After lunch, the conversation moved to the systems that enable change. In “The Nexus Between IT and CX,” Chief Information Officer Dru Rai showed how embedded technology leaders, shared services, and modern software are helping agencies deliver faster, more accessible solutions. “When technology and CX work together,” he said, “we build systems around people, not process.”
Then came “Powering Better Service Delivery Through Procurement” with George Gegelia, Deputy Chief Procurement Officer at OGS, who reframed procurement as a lever for impact. By adopting agile, customer-centered purchasing methods, agencies can buy smarter, faster, and more inclusively, making it easier to bring innovation into public service.
The afternoon workshops captured the collaborative spirit that defined the day. In “Choosing the Right Tools,” the Public Policy Lab helped attendees match CX methods to real challenges, proving that great design starts with asking the right questions.
In “Service Design in Government,” Amira Boland, of New America’s New Practice Lab and former White House Customer Experience Lead, guided participants through hands-on exercises showing how human-centered design can make policies work in the real world.
And “Telling Good Stories,” Deputy Chief Customer Experience Officer Abbey Kos and ITS Chief Communications Officer Scott Reif coached attendees on how to translate their work into stories that inspire action and build momentum.
“Facts matter,” Kos said, “but stories make them stick.”
By the end of the day, the feeling was electric. Conversations buzzed in hallways. Notes and ideas filled notebooks. Employees left not only inspired, but ready to act, whether that meant simplifying a form, redesigning a sign, or launching a cross-agency project.
Chief Webster closed the Summit with a challenge: “Every improvement, no matter how small, adds up. Each of you holds the power to make government work better for someone today.”
That’s the heart of customer experience. It’s not abstract or far away, but the tone of an email, the layout of a lobby, the clarity of a website, the warmth of a greeting. It’s every decision that says to a New Yorker: we see you, we respect your time, and we’re here to help.
The inaugural NYX Summit was the start of a statewide movement. Together, we are building a government that listens, learns, and continuously improves. The work continues in every agency, in every team, and in every interaction. When we build, scale, and sustain better experiences, we don’t just serve more effectively—we strengthen trust, community, and pride in public service.
The next chapter of New York’s customer experience story begins now, with all of us.