Clickthrough: A Total User Experience Podcast

This season wrap presents federal CX as a question of discipline: begin with the user journey, then decide which data, process, and technology choices actually matter.

This episode treats agentic AI in government as a service-delivery problem first and a technology story second. Mike Kunst and Sam Frederick keep returning to the same point: automation can take on routine work, but more complex questions still need people who can judge context…

Steve Schwab and Monica Rosser make a practical case for caregiver support that starts with real pressure points, not the org chart. Their focus stays on whole health, including physical, mental, and spiritual needs, and on a system that puts information where people can…

Marianne Monroe and Mike Kunst keep the conversation grounded in the basics: how government services are actually delivered, and why AI and data only matter if they make that work faster, clearer, and more trustworthy.

AI-powered platforms could change how large federal health programs are delivered, but the real point here is practical: beneficiaries, mission needs, and the day-to-day work of modernization.

Clickthrough gives a familiar govtech promise enough shape to feel real: agentic AI could make federal services feel less like paperwork and more like a guided exchange.

It keeps its attention on how the expanded Maximus and Genesis partnership is being put to work for citizen engagement, with a clear tilt toward moving agencies from reactive service to more proactive constituent support.

The episode treats customer experience as a working part of government, not a slogan. Hilary Frederick's discussion with Michael Palmer and James Bench is strongest when it gets into the details: internal stakeholders, limited resources, and the awkward but necessary question of…