MAY 6, 2021
Government Customer Experience
VIRTUAL CONFERENCE @930gov
Agenda
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agenda
(All times ET)
9:25AM | Welcome and Opening Remarks | |
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Mike Smoyer, President & Content Manager, Digital Government Institute | |
9:30AM | Standing Up CX Departments – Lessons Learned | |
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Stephanie Bogan, Chief Customer Experience Officer, Director Customer Experience Division, NARA | |
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Eric Bruce, Head Visitor Experience and Evaluation, National Gallery of Art |
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Chelsea D’Angona, Customer Experience Administrator for Patents, USPTO | |
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David Wernecke, Chief Experience Officer, CFPB | |
10:30AM | CX Cookbook Overview | |
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Barbara C. Morton, Deputy Chief Veterans Experience Officer, US Department of Veterans Affairs | |
11:15AM | Rebuilding Trust in Government: Four Signals That Can Improve Trust and Engagement | |
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Bill Eggers, Managing Director, Deloitte Center for Government Insights | |
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RJ Krawiec, Principal and Leader, Customer Strategy and Applied Design, Deloitte Digital | |
11:45AM | Break | |
12:00PM | Responding to the CX Mandate: Best Practices for Assessing + Addressing CX Gaps in the Public Sector | |
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Andy Martin, Group VP, Business Development, Public Sector, TTEC | |
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Stephen Parowski, Group Vice President, Public Sector, TTEC | |
12:30PM | The Digital Tipping Point for Government Agencies | |
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Alex Coffin, Public Sector Account Executive, Zendesk | |
12:45PM | Executive Insight | |
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Jonathan Woods, Director & Team Lead, Federal, Acquia | |
1:00PM | New Research: RED TAPE and the Menace to Customer and Employee Experience in Government | |
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Stephanie Thum, Founding Principal, Practical CX | |
1:15PM | Managing Employee Experience Moving Forward in 2021 — Townhall | |
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Ernest Chrappah, Director, District Department of Consumer and Regulatory Affairs, District of Columbia (DCRA) | |
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Madiha Latif, Deputy Assistant Commissioner, Compliance and Reporting Group, Revenue Collections Management, Bureau of the Fiscal Service | |
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Stephanie Thum, Founding Principal, Practical CX | |
2:00PM | Conference Concludes |
*Invited, pending Agency approval