CX Conference recap

May 19th marked a milestone of over two decades of DGI covering topics focused on customer experience. With last year’s Executive Order to transform “Federal CX & Service Delivery”, the Virtual Customer Experience Conference 2022 was customized to meet agency needs. Content was developed by the CX, Educational Advisory Committee and from audience feedback over CX-related programming during the past year. Panelists and a presenter addressed topics including:

·      Aligning CX, IT and digital transformation

·      Defining CX excellence

·      The difference between customer and stakeholder interactions

·      Improving constituent engagement

·      Reducing burden and streamlining workflow processes

·      Getting started with CX governance: A collaborative approach to CX management

 Panelists and Presenters:

@michelebartram, Customer Experience Officer, Census

@pamela-fusting-92694735, DHS Director of Operations, State of TN

@adamewood, Acting Director of UX, Office of IT, USCIS

@Ernest Chapprah, Director with @company/dcra, District of Columbia

@fredbutlerjr, Senior Director, Public Sector Strategy & Solutions, Docusign

@Stephanie Bogan, Chief CXO, Director Customer Experience Division, NARA


Special thanks to sponsor, DocuSign and guidance provided by the Educational Advisory Committee!