Deloitte’s Rizwan Ahmed on improving CX and IT modernization

Rizwan Ahmed, managing director of government & public services for Deloitte Consulting LLP, explores how IT modernization has made a material difference in improving the customer experience for American citizens over the past year. He highlights a use case with an important process for the public and how they worked with an agency to automate the process, eliminating the need for in person services. He says that CX and IT modernization require leaders to listen for feedback from end-users.