Improving Public Sector Customer Experience

All event times are U.S. Eastern time
Sep 21 2023
Expired!
ET
1:00 pm - 3:00 pm
Virtual Workshop

The ‘Improving Public Sector Customer Experience’ virtual workshop will focus on how agencies are delivering great customer service and memorable customer experiences. The event agenda will cover what is working, what is new and the associated challenges of improving customer experience across the public sector.

Delivering great customer service along with seamless customer experiences is paramount. CX needs to be a shared responsibility across the agency with everyone involved in giving citizens the best experience across all touchpoints. Memorable CX and great customer service are intertwined. Although each are different concepts, they work hand in hand when it comes to building brand loyalty.

Virtual conference learning objectives include:

  • CX trends making their mark in 2023

  • Redesigning a customer experience strategy

  • CX Best Practices from industry

  • Common hurdles preventing CX success in Public Sector

AGENDA

1:00pm

Welcome and Opening Remarks

Mike-Smoyer

Mike Smoyer, President, Digital Government Institute

1:00pm

Equitable and Effective Services for All: 3 Keys to Experiential Success

Stephanie Bogan

Stephanie Bogan, Chief Customer Experience Officer, Director Customer Experience Division, National Archives

1:15pm

Launching an Internal CX Program - Early Learnings from NASA

Margeaux Akazawa

Margeaux Akazawa, CX Lead, Customer Engagement Office , Office of the Chief Information Officer, NASA Headquarters

1:45pm

LLM: A Low Risk, High Reward Strategy for AI Enabled CX

Paul Smith

Paul Smith, CTO & Founder, Ad Hoc

2:15pm

Elevating Public Sector CX: ServiceNow's Approach to Excellence

John Loveless

John Loveless, Sales Director, Federal Customer Experience, ServiceNow

Kevin Adler

Kevin Adler, Customer Service Solution Sales Manager, ServiceNow

2:30pm

Foster Transparency & Trust: Maximize Communications for CX Goals

Angy Peterson

Angy Peterson, VP Experience Group, Granicus

2:45pm

Ramping Up User Research - FAST

Adam Scott

Adam Scott, Director of Design & Development | Technology & Innovation, CFPB

  • CPE CREDITS: 2.0

In order to receive CPE credit, attendees must fulfill all of these requirements:

  • Attend the entire program
  • Respond to all poll questions
  • Complete and submit the post-event survey

Sponsor

Organizer Name

Sponsors

Ad Hoc
Ad Hoc
Website
https://adhocteam.us/
Granicus
Granicus
Website
https://granicus.com/

Registration for FISMA Training Closes Monday, September 11, 2023

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