September 6, 2017

Government Customer Experience CONFERENCE @930gov

Event Page 

As of 8/11/2017 – Subject to Change

agenda

7:30AM   Registration Opens
    Hosted by Martha Dorris, Principal, DCI Consulting
8:15AM   Government Customer Experience Legislation, Policy, & Activity Update: What It All Means
   
  • John Cuaderes, Staff Director, Homeland Security and Governmental Affairs Subcommittee on Regulatory Affairs and Federal Management
  • Rajive Mathur, CIO, SSA (Invited)
  • Anahita Reilly, Chief Customer Service Officer, GSA
9:00AM   Taking the First Step Toward Better Citizen Engagements: Understanding Modern Communication Channels
   
  • John Seeds, Senior Marketing Director, Avtex Solutions, a Microsoft Gold Partner
9:30AM   Visit Exhibit Hall & Networking Break
10:15AM   Modernizing Contact Centers and Delivering Digital Services Through CC
   
  • Martha Dorris, Principal, DCI Consulting (Moderator)
  • Andy Beamon, Senior Director, MAXIMUS Federal
  • Robert Genesoni, Chief, Customer Engagement Center, Customer Service and Public Engagement, DHS, USCIS
  • Rosetta Lue, Senior Advisor, Contact Center Modernization, Department of Veterans Affairs
  • John Yuda, Acting Director, Public Experience Portfolio, GSA
11:00AM   Smarter CX with AI, ChatBots and Policy Automation
   
  • David Terry, Director, CX Market Strategy, Oracle Public Sector
11:30AM   Reimagine and Craft the Employee Experience: Design Thinking in Action
   
  • Jeneanne Rae, Federal Customer Experience Leader, Deloitte
  • Jennifer Rome, Senior Manager, Deloitte Federal Human Capital Consulting
12:00PM   Visit Exhibit Hall & Networking Break
1:00PM   Government Customer Service Excellence Awards
   
  • Daryl Covey, Founder & Facilitator, Cgov Community of Practice
1:15PM   NASA’s Big Bang Service Delivery Transformation
   
  • Paul Rydeen, Enterprise Services Office Manager, NASA Shared Service Center (NSSC)
1:45PM   Visit Exhibit Hall & Networking Break
2:00PM   Lessons Learned from Customer Support Websites
   
  • Dr. Fred van Bennekom, Customer Feedback Architect & Survey Consultant, Great Brook
3:00PM    5th annual 930gov Networking Reception
4:30PM    Event Concludes