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WashingtonExec’s Amanda Ziadeh sits down with John Mandell, a managing director and national security practice leader at Maximus, to discuss the Department of Homeland Security’s modernization journey. He explains the importance of customer experience in DHS’ modernization process and what steps the agency needs to take next to improve customer experience alongside its digital modernization efforts.
Mandell also shares how artificial intelligence can support IT modernization and elevate customer experience, and how customer experience principles help inform DHS’ approach to cybersecurity.