EDD Took Center Stage at Dreamforce: A Focus on Innovation

Last month, we joined innovators from around the world at Dreamforce in San Francisco to discuss our modernization efforts and to learn from others in the Salesforce community who are doing the same.

We had the chance to hear Governor Newsom speak with Salesforce CEO Marc Benioff about important issues like artificial intelligence (AI), climate change, and California’s business environment. We also connected with federal agencies like the U.S. Air Force, U.S. Army, and the Transportation Security Administration to learn how they improved their systems.

During the public sector keynote, Director Nancy Farias spoke with Mia Jordan, Salesforce’s Digital Transformation Executive, about the importance of putting customers first and using the latest technology. Nancy encouraged everyone to think about how we can focus on our customers and make our department more adaptable and transparent. She highlighted that many old systems struggled during the pandemic, which led us to create a customer experience team. This team helps us understand our customers better, so we can improve our services based on their needs.

We are working closely with the private sector to harness innovation and make the customer experience better. In the last six months, around 2 million Californians were able to reset their passwords themselves on the new myEDD platform, which used to require contacting an EDD representative.

Our goal is to keep making the EDD experience easier, faster, and more satisfying for everyone. While customers can use self-service options, our agents also have the tools they need to assist effectively – creating a smoother experience for all.