Conference: Government Customer Experience Conference @930gov - August 28, 2018 1


Titles and times subject to change
7:30am   Registration Opens
8:15am   CX: How to Drive Change Through Influence and Governance
Darin Byrne   Darin Byrne, Vice President, Client Experience & Delivery, Compliance Solutions/Financial Services, Wolters Kluwer
9:00am   Aligning Agency CX Efforts
9:30am   Visit Exhibit Hall & Networking Break
10:15am   CX: Walk the Talk
Connie Doyle Commerce   Connie Doyle, Director, Customer Experience Management, Enterprise Services, Department of Commerce
11:00am   Expected Benefits of Machine Learning & AI
11:30am   Federal Agency Customer Experience (FACE) Act 2019
12:00pm   Visit Exhibit Hall & Networking Lunch Break
1:15pm   Internet Self-Response (ISR)
Michael T. Thieme Census   Michael T. Thieme, Assistant Director for Decennial Census Programs, Systems and Contracts, U.S. Census Bureau
2:00pm   CX Playbook: From Start to Maturity (Panel)
David L. Johnson TSA   David L. Johnston, Social Media Manager, Office of Public Affairs, Transportation Security Administration, Department of Homeland Security
3:00pm    Conference Concludes
3:00-4:30pm   7th annual 930gov Networking Reception