Building CX Business Case

Date

Mar 17 2022
Expired!

Time

1:00 pm - 2:30 pm

Event Type

Virtual Workshop

Technology has enabled customers to take control of the experience they want with service providers – whether it’s finding answers via a website, email, text, chatbot, or talking to a human. Government agencies need to keep up and adopt innovative ways to meet both citizen and employee desires. Creating exceptional customer experiences (CX) is so important it is the 2nd of three core priorities in the President’s Management Agenda – “Delivering excellent, equitable, and secure Federal services and customer experience.”

Moving forward, government agencies will need to build a CX business case demonstrating how a focus on CX will meet constituent needs and deliver measurable results. This complimentary virtual workshop will examine the key components of the CX business case, including identifying the business problems you are trying to solve and providing tangible results.

AGENDA

1:00pm

Welcome and Opening Remarks

Mike-Smoyer

Mike Smoyer, President, Digital Government Institute

1:05pm

The Business Case for UX/CX: Measuring ROI

Amanda Damewood

Amanda Damewood, Acting Director for UX, USCIS

1:45pm

The State of CX in Government: Importance of a Business Case

H Sam Coy

Dr. H Sam Coy, Solutions Consultant, Zendesk

Matt Hale

Matt Hale, Solutions Consultant, Zendesk

2:30pm

Closing Comments

REGISTRATION

VIEW ON DEMAND

The event is finished.

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