Improving Public Sector Customer Experience
All event times are U.S. Eastern time
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, President, Digital Government Institute
1:00pm
Equitable and Effective Services for All: 3 Keys to Experiential Success
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, 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, CTO & Founder, Ad Hoc
2:15pm
Elevating Public Sector CX: ServiceNow's Approach to Excellence
John Loveless, Sales Director, Federal Customer Experience, ServiceNow
Kevin Adler, Customer Service Solution Sales Manager, ServiceNow
2:30pm
Foster Transparency & Trust: Maximize Communications for CX Goals
Angy Peterson, VP Experience Group, Granicus
2:45pm
Ramping Up User Research - FAST
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
-
Website
https://adhocteam.us/
-
ServiceNow
-
Website
https://www.servicenow.com/solutions/industry/gov.html
-
Granicus
-
Website
https://granicus.com/
Related Events