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

AGENDA – AUGUST 20, 2019

Titles and times subject to change
7:30am   Registration Opens
8:25am   Welcome & Opening Remarks
Speaker Placeholder   Tim Cossairt, Branch Manager – Operations Analysis, National Transportation Vetting Center, TSA (MC)
8:30am   CX: How to Drive Change Through Influence and Governance
Darin Byrne Wolters Kluwer   Darin Byrne, CCXP, Vice President, Client Experience & Delivery, Compliance Solutions/Financial Services, Wolters Kluwer
    Session Synopsis: CX in government should not be an oxymoron.  Organizational change is hard to achieve, but necessary, especially if your customer experience needs it.  Many in the organization see the need but feel powerless to make it happen.  Darin Byrne, VP of Client Experience and Delivery at Wolters Kluwer, will speak about his journey to transform his organization to customer-centricity, and share his lessons learned along the way. He will cover how to obtain leadership buy-in and will share the steps involved in building a solid CX foundation for the organization. 
9:15am   Embracing Automation to Improve the Employee and Citizen Experience
Stuart Langley TTEC   Stuart Langley, Director, Contact Center Innovation, TTEC Center of Excellence
    Session Synopsis: Citizens live in an on-demand world—they expect organizations, including government agencies, to be available at any time through the channel of their choice and deliver a fast response. What is less clear is how government organizations can retain contact center agents and maintain satisfaction in an increasingly high-pressure environment? TTEC’s Stuart Langley will share real world examples of how AI-powered automated tools can foster employee satisfaction by supporting agents, alleviating frustrations, and ultimately enable agents to deliver the best citizen experience possible.
9:45am   Visit Exhibit Hall & Networking Break
10:45am   CX: Walk the Talk
Connie Doyle Commerce   Connie Doyle, Director, Customer Experience Management, Enterprise Services, Department of Commerce
11:30am   Customer Intimacy – Engaging with Deaf and Hard of Hearing Citizens
Vannessa LeBoss CSD   Vannessa LeBoss, Business Development Manager, Connect Direct
Craig Radford CSD   Craig Radford, Director, Connect Direct at Communication Service for the Deaf
    Session Synopsis: Every day 1-2 million Deaf Americans are forced to communicate either through a 3rd party or secondary language in order to reach government services.  This session will share new technology and resources available today to allowing your agency to provide direct video communication for customer support in American Sign Language instead of relying on 3rd party interpreters. 
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
    Session Synopsis: The session will cover the Census Bureau’s approach to data collection for the 2020 Census – the most technology-focused Census ever. Michael will share a brief history of technology use at Census, then discuss results of the 2018 Census Test using the planned approach, and will touch on some of the estimated risks moving forward, including the full spectrum of cyber-attacks, interference through social media misinformation, and the intentional submission of fraudulent responses.
2:00pm   CX Playbook: From Start to Maturity (Panel)
Pamela Fusting State of MD   Pamela Fusting, Deputy Director, Constituent Services, MD Department of Human Services
David L. Johnson TSA   David L. Johnston, Social Media Manager, Office of Public Affairs, Transportation Security Administration, Department of Homeland Security
Anahita Reilly GSA   Anahita Reilly, VP Customer Experience, GSA
Courtney Winship USCIS   Courtney Winship, Chief, Digital Services Division, Office Citizenship and Applicant Information Services, USCIS
3:00pm    Conference Concludes
3:00-4:00pm   7th annual 930gov Networking Reception