Parallel Session 1 *Multi* Multi-channel service delivery and agile customer-centric methodologies

Technology is a key enabler of high-quality and customer-centric service delivery. The parallel sessions will showcase concrete experiences on how different technology tools have been used to build smarter, more efficient and better services that improve customer experiences and institutional capacity. The sessions will include the use of Artificial Intelligence, new data-exchange frameworks and methodologies, blockchain, mobile-by-default, customer-centric and agile application development, to name a few experiences.