Measuring Success in Customer Experience

Used to dealing with companies that distinguish themselves through superior customer engagement, today’s public has come to expect a level of customer experience to which most agencies haven’t been able to live up. However, the Obama administration’s prioritization of customer experience puts federal agencies in the challenging position of pushing to provide a first-class customer experience while meeting their unique missions. With the right combination of customer-focused strategy, technology, and talent, federal agencies have a chance to significantly raise the bar for the government’s customer service.   

Takeaways:

• Best practices from successful federal CX use cases
• Common challenges inherent in beginning CX initiatives
• Understand the opportunities technology creates for improving service and customer outcomes

Registration and Networking

Welcome Remarks

Opening Keynote 

Brenda Wensil, Chief Customer Experience Officer, Office of Federal Student Aid, Department of Education

Where Customer Experience is Advancing in Government
The onus is on federal agencies to improve customer experience, but it’s easier said than done. Panelists will explain what it means to map a customer journey, how to determine what customers really want, and describe what customer-focused leadership actually looks like. This panel will explore successful customer experience efforts undertaken across government, challenges encountered, and best practices learned along the way.

Featuring:
Ruby Burrell, Chief Strategic Officer, Social Security Administration
Martha Dorris, Director of the Office of Strategic Programs, Federal Acquisition Service/Information Technology Service, General Services Administration
Rajive Mathur, Director, Office of Online Services, Internal Revenue Service

Presentation by Elite Underwriter Highpoint Global

Abby Herriman, Senior Vice President of Delivery and Innovation, Highpoint Global

Coffee & Networking Break

Undewritten by Sutherland Government Solutions

How Data is Driving Customer Experience Strategy
If data isn’t part of your customer experience strategy, you’re doing it wrong. The most promising customer experience efforts in government tend to be driven and backed by data. Technology should be viewed as a key component – but not a solution on its own – to any customer experience initiative; whether it is collecting data to better understand customers or providing features and services they expect in today’s modern, digital world. This panel will discuss the role data plays in customer experience strategy and how technology is shaping the government’s relationship with its millions of customers.

Featuring:
Dennis Alvord, Executive Director, BusinessUSA
Rick Parrish, Senior Analyst, Forrester Research
Stephanie Thum, Vice President of Customer Experience, Export-Import Bank of the United States

The Evolution of Customer Experience Technology
Web Content Management and Web analytics are great first steps in your journey to optimizing customer experiences, but todays citizens journey's don’t start and stop with web. This presentation will discuss how technology has evolved from providing Web Content & Web Analytics solutions to Experience oriented solutions, empowering you to better serve citizens at each step in their journey.

Brian Paget, Technical Director for Public Sector, Adobe

Closing Keynote 

Tom Allin, Chief Veterans Experience Officer, Department of Veterans Affairs

Closing Remarks

ADDITIONAL SPEAKERS BEING ANNOUNCED SOON!