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What agile event programs are and why they're essential

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What agile event programs are and why they're essential

EMPLOYEE SERVICE SIMPLIFIED

Modernizing Public Service with Zendesk AI

Monday
, 
April 
10

AUGUST 21 AT 5.30PM, LONDON

AUGUST 21

AT 5.30PM, LONDON

DIGITAL EVENT - ON DEMAND

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Discover how DuPage County transformed its employee and resident services with Zendesk's AI-powered platform. Watch our on-demand session filmed at the 2025 Gartner IT Symposium to see how you can replicate DuPage County's success in your organisation. 

Watch On Demand
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From system-centric to human-centric service


Public sector agencies are under increasing pressure to deliver modern, efficient, and empathetic services to both employees and residents. But with tight budgets, legacy systems, and growing digital expectations, the path to transformation can seem daunting.
Zendesk provides the right-sized solution for your digital transformation journey. See how DuPage County, one of Illinois' largest counties with over 1M residents, used Zendesk to meet the needs of a diverse and changing population.

Achieve real results with Zendesk

 

DuPage County's strategic partnership with Zendesk led to a significant leap in efficiency and service quality. By implementing AI-powered solutions, they achieved:

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13% reduction in ticket volumes

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1000% increase in self-service usage

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Empowered staff to focus on high-impact work, shifting from transactional fixes to meaningful problem-solving

“

”

     The biggest benefit, it allows for my staff to focus on more important things. We use AI and great tools like Zendesk to automate basic tasks that used to take my staff sometimes hours to do." 

- Anthony McPhearson, CIO, DuPage County

 

In this session, you'll learn:





This demo wil showcase:


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How to balance the needs of digitally savvy constituents and those who prefer traditional service channels

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A practical framework for responsible AI adoption in a regulated environment

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How to move from simple vendor relationships to strategic partnerships that extend your teams' capabilities

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The importance of "digital empathy" in designing modern public services

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Actionable insights on how public sector IT leaders are streamlining technology platforms to improve efficiency and lower total cost of ownership

What to expect

Agenda (option 1)

Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.

11:15 Breakout tracks begin

Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.

TRACK 1

Product solutions and roadmap

Hear about the latest updates and releases—and how they can help your business.

TRACK 2

Make the most of Zendesk

Our experts show you how to customize Zendesk to fit your business needs.

TRACK 3

Emerging trends transforming CX

See what’s impacting the world of CX and beyond, alongside the best in the business.

TRACK 1

Panel: Delivering a customer first strategy with Zendesk

Harness the possibilities of AI

Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.


Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.

TRACK 2

Panel: Delivering a customer first strategy with Zendesk

Fall in love with personalized conversational experiences

Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.


Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.

12:30 Lunch

Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.

13:00 Breakout tracks continue

TRACK 1

Panel: Delivering a customer first strategy with Zendesk

Harness the possibilities of AI

Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.


Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.

TRACK 2

Panel: Delivering a customer first strategy with Zendesk

Fall in love with personalized conversational experiences

Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.


Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.

TRACK 2

Panel: Delivering a customer first strategy with Zendesk

Fall in love with personalized conversational experiences

Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.


Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.

Speakers

Anthony McPhearson

Chief Information

Officer

DuPage County

Colin

Murphy

Chief Customer

Officer

Zendesk

Details

 

Download the IT leader’s guide to modernizing public service with Zendesk AI and a practical transformation checklist to get you started fast

Enhance your user experience and build brand equity with your design vernacular.

Get the guide
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Meet our speaker


Born in Helsinki and grown in Berlin, Mark is building the world’s most powerful event producer platform, powered by industry-leading AI.

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©Zendesk 2025

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