Conference: CX Conference - February 2022 1

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

 

VIRTUAL

REGISTRATION


COMMUNITY

VISIT THE CUSTOMER SERVICE COMMUNITY OF PRACTICE PAGE

AGENDA

 

9:25AM

Welcome and Opening Remarks

Mike Smoyer

Mike Smoyer, President, Digital Government Institute

9:30AM

Aligning CX, Information Technology and Digital Transformation efforts

Michele Bartram

Michele Bartram, Customer Experience Officer (CXO), U.S. Census Bureau

Pamela Fusting

Pamela Fusting, DHS Director of Operations, State of Tennessee Department of Human Services

Amanda Damewood

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

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

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

Eric Bruce, CXP, Head Visitor Experience & Evaluation, National Gallery Art

12:00PM

Closing Comments