AUgust 28, 2018

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









In association with



Oracle Partner Network


Event Page 



7:30am   Registration Opens
8:15am   Intersection of Customer Experience, Employee Experience and Digital Transformation
Kevin Carter, Defense Digital Service   Kevin Carter, Bureaucracy Hacker, U.S. Defense Digital Service
9:00am   Improve Citizen Experiences – Build Trust with Modern CX Technologies
Kerry McKay, Oracle   Kerry McKay, SaaS Cloud Specialist, CX, Oracle Public Sector
    Trust in government has been on a steady decline since WW2. According to a 2016 study, less than 20% of citizens trust the Federal Government to do the right thing always or most of the time. Citizen confidence in government agencies will further erode unless government takes action – and the time is now.  In parallel, citizens are trusting technology in their daily lives to build relationships, buy homes, get complex answers, change goods and services, and much more.   In this session, will explore novel ways in which government agencies can best leverage modern CX technologies to design experiences that help build and maintain citizen trust and confidence over time.
9:30am   Visit Exhibit Hall & Networking Break
10:15am   Listen, Learn and Act! to Reinvent the Citizen Experience
Susan Wedge, IBM   Susan Wedge, Vice President, Global Business Services, US Public Sector, IBM
    The federal government is facing tremendous pressure to digitally reinvent government and improve the citizen experience. The most effective organizations continuously listen and learn from their customers and use this feedback to influence how they act. During this session, IBM will provide strategies to employ comprehensive Voice of the Customer programs and lessons learned from across industries to deliver the experiences that citizens have come to expect.
10:45am   Service Excellence After Hurricanes Harvey, Irma and Maria – Shared Insights from the 2018 Overall Excellence Customer Service Award Winner
Colleen Hiam, SBA   Colleen Hiam, Center Director, Office of Disaster Assistance, Customer Service Center, Small Business Administration
    Chris Mercurio, Customer Service Manager,  Small Business Administration
11:30am   How Technology is Powering Agile CX
Trevor DeLew, Qualtrics   Trevor DeLew, Head of Federal, Qualtrics
Chelsie Bright, Qualtrics   Chelsie Bright, Senior XM Scientist, Qualtrics
12:00pm   Visit Exhibit Hall & Networking Lunch Break
1:00pm   Human-Centered Design and Evidence-Based Analysis

Camille Tucker, CX Specialist, General Services Administration (Moderator)

Amira Boland   Amira Choueiki Boland, Deputy Director, Office of Evaluation Sciences, General Services Administration
Arianne Miller, OPM   Arianne Miller, Managing Director of OPM Innovation Lab
Ed Pacchetti, Dept of Education   Ed Pacchetti, Director Customer Analytics, Federal Student Aid, U.S. Department of Education
1:45pm   Annual Government Customer Service Excellence Awards
2:00pm   Digital Transformation of the CC – What Lies Ahead
    Tim Cossairt, Branch Manager – Resolution Support Branch/Identity Verification, National Transportation Vetting Center, Office of Intelligence and Analysis, TSA
Russ Jensen, Knoxville 311   Russ Jensen, Director 311 & 211, City of Knoxville, TN
Rosetta Lue, VA   Rosetta Lue, Senior Advisor, Contact Center Modernization, Department of Veterans Affairs
Vince Rotell, DIMOC   Vince Rotell, Director, Defense Imagery Management Operations Center (DIMOC)
3:00pm    Conference Concludes
3:00-4:30pm   6th annual 930gov Networking Reception