Tech Obsession is Failing Citizens (Rescuing Government Customer Service)

Government services don’t have to suck. (And no, robots aren’t taking over… yet.)

This week, host Lauren Wood sits down with Mike Raker, CTO of Maximus, to crack the code on using AI and machine learning to fix customer experience nightmares — even in the most bureaucratic corners of government. 

Mike shares exactly why listening beats tech obsession every time, how to balance innovation with red tape, and why “Total Experience Management” is the secret sauce you’ve been missing. They also tackle the AI trends that matter (way beyond ChatGPT), the facepalm-worthy question Mike asks before ANY tech rollout, and how empathy became his ultimate leadership hack in a world obsessed with automation.

What are you waiting for? Press play to rethink everything you know about AI, empathy, and how Maximus is ensuring your next DMV visit feels as seamless as possible.

Key Moments: 

• 00:00 Who is Mike Raker, CTO of Maximus?
• 03:35 The Role of Innovation in CX
• 06:57 Exactly How Maximus Helps Government Services
• 08:59 Total Experience Management (TXM)
• 14:02 Balancing Innovation and Regulation
• 17:44 The Future of AI in Customer Experience
• 24:27 The Importance of Human-Centered Design in Government
• 34:11 Policy and Responsibility in AI 
• 38:16 Mike Raker’s Expert Advice & Key Takeaways

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