One Customer, Many Channels: Meeting Them Where They Are!
Wednesday, June 17, 2026 at 12:00 p.m. - 1:00 p.m. MST
Description
Strong customer service is vital to county, state, federal, and tribal agencies, but customer expectations have changed dramatically in just the last few years. So how have we changed to keep up with this new demand?
Join us for an engaging discussion on innovative customer service techniques involving email and chat with experts from Louisiana and Texas. Together, we’ll explore how these new approaches started, how they’ve impacted customers and staff, and what new challenges have emerged along the way.
Because customer service is about more than just solving problems — it’s about creating positive experiences at every interaction and meeting customers where they are.
Speakers
Jason Clarke
Director, Customer Service Division
Louisiana Department of Revenue
Jason Clarke serves as Director of the Customer Service Division at the Louisiana Department of Revenue (LDR), where he oversees support for taxpayers through emails, phone calls, and in-person assistance. He has 20 years of experience with LDR, including 17 years within the Customer Service Division. Jason earned his degree from Southeastern Louisiana University.
Orlando Acosta
Division Chief, Customer Engagement
Texas Office of the Attorney General Child Support Division
Orlando began his career with the Attorney General of Texas, Child Support Division in 2001 as a Child Support Officer. He likes to say that he began with a 2-year plan and that it has been the mission of the division that has kept him focused on the work for 25+ years of service. He is deeply passionate about the mission of the Child Support Division’s work, which impacts individuals, families, and our communities. He has served the families of Texas in many roles, including field management, Regional Trainer, Quality Assurance Specialist, Regional Supervisor, and Director. Orlando currently serves as the Division Chief for Customer Engagement Section. His team is responsible for handling all customer inquiries via phone and chat platforms. He holds a bachelor’s degree in Public Communication and graduated Magna Cum Laude from St. Edward’s University. He remains committed and motivated to serve Texas families in part because of the marching orders he received from his mother when he started – “…you are going to be able to help a lot of people now so make sure you do everything you can to help those families.”