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
Watch: https://www.gotostage.com/channel/digitalgovernment.
Special thanks to sponsor, DocuSign and guidance provided by the Educational Advisory Committee!