MAY 6, 2021

Government Customer Experience






(All times ET)

9:25AM   Welcome and Opening Remarks
Mike Smoyer, DGI   Mike Smoyer, President & Content Manager, Digital Government Institute
9:30AM   Standing Up CX Departments – Lessons Learned
Stephanie Bogan NARA   Stephanie Bogan, Chief Customer Experience Officer, Director Customer Experience Division, NARA
Eric Bruce NGA   Eric Bruce, Head Visitor Experience and Evaluation, National Gallery of Art
Chelsea D'Angona USPTO   Chelsea D’Angona, Customer Experience Administrator for Patents, USPTO
David Wernecke CFPB   David Wernecke, Chief Experience Officer, CFPB
10:30AM   CX Cookbook Overview
Barbara C Morton VA   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 Deloitte   Bill Eggers, Managing Director, Deloitte Center for Government Insights
RJ Krawiec Deloitte   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 TTEC   Andy Martin, Group VP, Business Development, Public Sector, TTEC
Stephen Parowski TTEC   Stephen Parowski, Group Vice President, Public Sector, TTEC 
12:30PM   The Digital Tipping Point for Government Agencies
Alex Coffin Zendesk   Alex Coffin, Public Sector Account Executive, Zendesk
12:45PM   Executive Insight
Jonathan Woods Acquia   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   Stephanie Thum, Founding Principal, Practical CX
1:15PM   Managing Employee Experience Moving Forward in 2021 — Townhall
Ernest Chrappah DCRA   Ernest Chrappah, Director, District Department of Consumer and Regulatory Affairs, District of Columbia (DCRA)
Madiha Latif BFS   Madiha Latif, Deputy Assistant Commissioner, Compliance and Reporting Group, Revenue Collections Management, Bureau of the Fiscal Service
Stephanie Thum   Stephanie Thum, Founding Principal, Practical CX
2:00PM   Conference Concludes

*Invited, pending Agency approval