22nd annual
CUSTOMER Experience VIRTUAL Conference
May 19, 2022
Overview
DGI’s 22nd annual Customer Experience Conference will explore the policies, applications and technologies involved with improving customer and employee experience with the ultimate goal of improving citizen services. This annual event is focused on improving customer experience and citizen engagement through all aspects of serving citizens: onsite, online, social media, mobile, contact center operations, and more. Registration is Free.
2022 EDUCATIONAL ADVISORY COMMITTEE
- Michele J. Bartram, Customer Experience Officer (CXO), Office of the Assistant Director Communications Directorate (ADCOM), U.S. Census Bureau
- Stephanie Bogan, Chief Customer Experience Officer, Director Customer Experience Division, National Archives
- Eric Bruce, Head Visitor Experience and Evaluation, National Gallery of Art
- Ernest Chrappah, Director, District Department of Consumer & Regulatory Affairs (DCRA)
- Tim Cossairt, Branch Manager – Resolution Support Branch/Identity Verification, National Transportation Vetting Center, Office of Intelligence and Analysis, TSA
- Chelsea D’Angona, Manager, Customer Strategy & Applied Design, Government & Public Services Deloitte Consulting LLP
- Pamela Fusting, DHS Director of Operations, State of Tennessee Department of Human Services
- David Johnston, Head Social Media, DoD
- Mike Smoyer, President, Digital Government Institute
- Stephanie Thum, Founding Principal, Practical CX
- David Wernecke, Chief Experience Officer, CFPB
- Brian Whittacker, Chief Experience Officer, FDIC
- Courtney Winship, Deputy Chief Data Officer, Office of Chief Data Officer, USCIS
AGENDA
9:25AM
Welcome and Opening Remarks
Mike Smoyer, President, Digital Government Institute
9:30AM
Aligning CX, Information Technology and Digital Transformation efforts
Michele Bartram, Customer Experience Officer (CXO), U.S. Census Bureau
Pamela Fusting, DHS Director of Operations, State of Tennessee Department of Human Services
Amanda Damewood, Acting Director of User Experience, Office of Information Technology, USCIS, DHS
10:15AM
Importance of Differentiating Between Customer & Stakeholder Interactions
Ernest Chapprah, Director of the District Department of Consumer and Regulatory Affairs (DCRA)
Stephanie Bogan, Chief Customer Experience Officer, Director Customer Experience Division, NARA
10:45AM
Improving Constituent Engagement by Reducing Burden and Streamlining Workflow Processes
Fred Butler Jr., Senior Director, Public Sector Strategy & Solutions, DocuSign
11:00AM
Reimagining the Government Customer Experience
speaker TBD
11:15AM
Three Customer Metrics that Matter
speaker TBD
11:30AM
Case Study: Building CX at the National Gallery of Art
Eric Bruce, CXP, Head Visitor Experience & Evaluation, National Gallery Art
12:00PM
Closing Comments