MAY 6, 2021

Government Customer Experience

VIRTUAL CONFERENCE @930gov

Agenda

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agenda

(All times ET)

9:25AM		Welcome and Opening Remarks
		Mike Smoyer, President & Content Manager, Digital Government Institute

9:30AM		Standing Up CX Departments – Lessons Learned
		Stephanie Bogan, Chief Customer Experience Officer, Director Customer Experience Division, NARA
		Eric Bruce, Head Visitor Experience and Evaluation, National Gallery of Art
		Chelsea D’Angona, Customer Experience Administrator for Patents, USPTO
		David Wernecke, Chief Experience Officer, CFPB

10:30AM		CX Cookbook Overview
		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
		Bill Eggers, Managing Director, Deloitte Center for Government Insights
		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
		Andy Martin, Group VP, Business Development, Public Sector, TTEC
		Stephen Parowski, Group Vice President, Public Sector, TTEC

12:30PM		The Digital Tipping Point for Government Agencies
		Alex Coffin, Public Sector Account Executive, Zendesk

12:45PM		Executive Insight
		Jonathan Woods, Director & Team Lead, Federal, Acquia

1:00PM		New Research: RED TAPE and the Menace to Customer and Employee Experience in Government
		Stephanie Thum, Founding Principal, Practical CX

1:15PM		Managing Employee Experience Moving Forward in 2021 — Townhall
		Ernest Chrappah, Director, District Department of Consumer and Regulatory Affairs, District of Columbia (DCRA)
		Madiha Latif, Deputy Assistant Commissioner, Compliance and Reporting Group, Revenue Collections Management, Bureau of the Fiscal Service
		Stephanie Thum, Founding Principal, Practical CX

2:00PM		Conference Concludes

*Invited, pending Agency approval