Conference: Government Customer Experience Conference @930gov - June 10, 2020

jUNE 3, 2020





8:25AM   Welcome and Opening Remarks

Mike Smoyer, President, Digital Government Institute

8:30AM   The Inclusiveness Imperative: Closing the Experience Gap for All Customers, Employees, and Candidates

Moderator: Stephanie Thum, CCXP, Government CX Veteran & Founding Principal, Practical CX

  • Noha Gaber, Ph.D., Director of Performance, Strategy & Innovation, Architect of the Capitol
  • Christan Johnson, Digital Service Expert-Talent, Defense Digital Service
  • Maura Nelson, Education Specialist, Accessibility and Public Programs with the U.S. Botanic Garden
9:30AM   Modernizing Your Contact Center Through COVID-19, CARES Act, and the “New Normal”

  • Stephen Parowski, Group VP Public Sector, TTEC
  • Amber Rosebaugh, Director Business Development Public Sector, TTEC

New technologies combine with traditional contact centers to manage the three crises government agencies must face: COVID-19, record-breaking unemployment filings, and confusion around the CARES Act. At a time when agencies are already struggling to meet routine needs, agencies must now also face surging call volumes as financially strapped citizens search for answers about unemployment and rapidly changing government mandates. Acknowledging the challenges that agencies are facing, the CARES Act has provided funding for technology improvements to better manage the surge in citizen outreach. But agencies still need clarity on how to best leverage these funds to make the most positive impact on the public.  

 Learn how to modernize your contact center for the “new normal”, including: 

·        Optimizing virtual workforces through analytics and intelligent automation 

·        Diversifying contact channels, including messaging and proactive outreach 

·         What’s next? Preparation for the future of the contact center

10:00AM   Serving Your Constituents After the COVID-19 Crisis Problem Solver

Scott Draeger, VP, Customer Transformation, Quadient

10:30AM   Developing CX Journeys – Lessons Learned from GSA’s Federal Marketplace Strategy

Lora Allen, Project Manager, UX Research and Strategy, CX Evangelist, GSA

11:00AM   How Workforce Diversity Strengthens Customer Service

Tinisha Agramonte, Director Civil Rights Division, Department of Commerce

11:30AM   Crossroad of Data & CX

Courtney A. Winship, Chief, Digital Services Division, Office of Citizenship & Applicant Information Services, U.S. Citizenship & Immigration Services | External Affairs Directorate

12:00PM   Closing Remarks

Mike Smoyer, President, Digital Government Institute