Improving Public Sector CX
All event times are U.S. Eastern time
Improving public sector customer experience requires a proper mix of strategy, people, culture change and technology over time to improve how people interact and engage with federal agencies.
The “Improving Public Sector Customer Experience” virtual workshop will focus on how agencies are improving 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.
AGENDA
1:00pm
Welcome and Opening Remarks
Mike Smoyer,
President, Digital Government Institute
1:00pm
Department of Veterans Affairs Customer Experience Journey
Barbara Morton
Deputy Chief Veterans Experience Officer, VA (pending agency approval)
1:30pm
Three Keys to Strategically Grounded CX
Gigi Frias
Director of CX, Bixal
Nita Sporseen
Principal CX Strategist, Bixal
2:00pm
How to Avoid CX Failure: Conduct a Project Pre-Mortem Review
Beth Martin
UX Designer, Digital Services, OPM
Basil White
Senior Informaticist, Office of the Assistant Chief Data Officer, Data & Analytics Directorate, Marketing and Regulatory Programs, Information Technology Division,
Animal and Plant Health Inspection Service (APHIS), USDA
2:30pm
Omnichannel as Key to Advancing CX
Charlotte Lee
Director, Growth and Strategic Accounts, Granicus
2:45pm
From Insight to Innovation: Delivering CX through HUD Synergy Innovation Lab (iLab)
A’ndrea Jones
Synergy Innovation Lab (iLab) and Fellowship Founder, U.S. Department of Housing and Urban Development
Tina Strong
Synergy Innovation Lab (iLab) Senior Experience Design Strategist, U.S. Department of Housing and Urban Development
3:00pm
Closing Comments
- 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
