About the Summit
We live in a customer-centric world in which business decisions, products to develop and services to provide are all driven by consumers, citizens and customers. Every day brings with it new examples of innovative ways industry retains and attracts new customers and improves the overall experience for those it serves.
The coming months will be critical for continuing the momentum developed in improving federal customer service under the Obama administration. While much has been achieved, the experience of federal customers remains woefully behind those found in industries such as retail, hospitality, tourism and the financial sector. Those industries have learned that today’s reliance upon technology, social mobility and connectivity has moved us into the age of the customer. Can government tag along?
Beginning Your CX Journey
Kim Scott Heinle
Frank Konkel (moderator)
Presentation from HighPoint Global
CX Spotlight: A Partnership with American Airlines and TSA
|Presentation from Adobe:
Technical Director for Content & Analytics, Adobe
Applying Private Sector Concepts to Public Sector CX
Camille Tuutti (moderator)
Secretary, Department of Veterans Affairs
Samir Bitar heads research and design of visitor experience at the Smithsonian. As a Director he leads special projects across 19 museums, galleries and the National Zoo. In his work with the Board of Regents, the National Board, senior staff, volunteers, external agencies and partner firms, Samir advocates for visitor-centric and market-oriented strategies across service design, visitor studies, marketing and experience design.
Matt Ford serves as Customer Experience Program Lead at the General Services Administration. He is responsible for improving the experience of GSA customers by partnering agency-wide to create customer-centric products and services. Matt believes that empathy and design--as a tactical, organizational, and strategic driver--can transform our business, non-profit, and governmental institutions into levers of positive change. Previously, Matt worked as a design planner and strategist in the digital customer experience group at JPMorgan Chase and shepherded end-to-end design and business creation for large technology firms and social impact startups.
I left my job as a statistics consultant with the U.S. Army to work with my hands on one of the most high-stakes aspects of a person’s image. I cut and color hair full time; run a hair salon with 30 employees; and teach other stylists how to listen between the lines, isolate hidden potential, and use that information to help clients achieve a deeper and truer outward expression of themselves.
In my free time, I host a podcast called To Research! - cutcolorculture.com/listen - in which I interview creative professionals from various industries about how they learned to ask the right questions and design careers that make it easy to get out of bed in the morning.
Kim Scott Heinle
Kim’s career at SEPTA began in in 1984 with the Operations Planning Department. From there he progressed through a series of promotions with other departments including, Manager, Operations Administration; Assistant to the General Manager; Chief Officer, Operations Safety and Training; Chief Officer Light Rail Operations; Assistant General Manager, Light Rail & Suburban Operations; Director of Business Development; Chief Officer Surface Operations and since 2008, Assistant General Manager, Customer Service & Advocacy.
Since 2008, Kim has lead efforts at SEPTA in Philadelphia to realize the goal of transforming the organization into a customer-focused company in action and not just words. This has meant challenging accepted norms of behavior as well as traditional business practices and policies. Most importantly, he has worked to harness the entire workforce to act in various customer service capacities and to redefine customer relationships on the basis of personalized service. Changing the “reactive” nature of traditional customer service with a “proactive” posture built upon real-time information and highly charged social media engagement is at the core of the culture change efforts.
Abby Herriman is a recognized leader in the implementation of citizen experience programs. Her insight and innovative approaches are leading HighPoint Global to reach new levels of performance management.
As the Chief Strategy Officer for HighPoint Global, Abby is responsible for the strategic direction and growth of the company. She oversees the execution of strategic initiatives and alignment of the strategy. Her passion for elevating the citizen experience drives innovative solutions for federal clients.
Prior to joining HighPoint, Abby spent 13 years at Praxis Life Sciences, a consulting firm focused on building project management capability and maturity in life sciences organizations. As a principal at Praxis, she built and managed the performance consulting practice.
Eric joined the Partnership in October 2013 as a research manager. He manages a portfolio of high-visibility research activities and products, from project conceptualization and design, budgeting, staffing, data collection and analysis, and report writing. Prior to joining the Partnership Eric worked at the U.S. Department of Health and Human Services (HHS) as a Presidential Management Fellow and Grants Policy Analyst. Eric holds a Master’s degree in Public Policy from George Mason University, and a Bachelor’s in Political Science from Wake Forest University.
Bill Ziff-Levine joined Navy Federal Credit Union in September of 2013 as manager of the in-house strategic member research team, Member Research and Intelligence Division (MRID). Bill’s team supports the credit union in various ways, including strategic research, member experience measurement, segmentation, predictive modeling and competitive intelligence.
Prior to joining Navy Federal, Bill was a managing director at Data & Management Counsel, Inc. where he designed and managed all aspects of marketing and advertising research activities for over 25 years.
His experience includes both consumer and business-to-business markets and ranges from straightforward feasibility work to complex market modeling. Throughout his career, Bill has worked with C-Suite executive management in financial services, entertainment and media, and information technology.
He received his Bachelor of Science undergraduate degree from Temple University in Philadelphia, Penn. and his Master of Business Administration at the City University of New York (CUNY).
Bill and his team were instrumental in facilitating this year’s Best in Class award for Full Service Banking from the Forrester CX Index.
Secretary Robert A. McDonald
Robert A. McDonald was nominated by President Obama to serve as the eighth Secretary of Veterans Affairs and was confirmed by the United States Senate on July 29, 2014.
Since joining VA, Secretary McDonald has led the Department in its ambitious transformational journey to be a world-class service provider and the No. 1 customer-service agency in the Federal government giving Veterans consistent, high-quality experiences. That undertaking began with reinforcing the importance of VA’s inspiring mission to care for those “who shall have borne the battle,” their families, and their survivors, and re-emphasizing VA’s commitment to its I-CARE Values of Integrity, Commitment, Advocacy, Respect, and Excellence. The Department’s MyVA vision—its catalyst for change—is the framework modernizing VA’s culture, processes, and capabilities. To put the needs, expectations, and interests of Veterans and their families first—and put Veterans in control of how, when, and where they wish to be served—the MyVA vision is improving the Veteran experience, improving the employee experience so employees can better serve Veterans, improving internal support services, establishing a culture of continuous improvement, and enhancing strategic partnerships.
Jennifer M. Plozai currently serves as Director of External Communications for the Office of Strategic Communications and Public Affairs at the Transportation Security Administration. She is responsible for supervising public affairs and related activities involving TSA at local and national levels. She oversees the strategic communications, web, social media and public outreach divisions. In addition, Ms. Plozai spearheaded the creation of the AskTSA program to provide assistance to travelers on Twitter and Facebook Messenger in real-time 365 days a year.
Previously, Ms. Plozai served as the Chief of Strategic Communications and Speechwriter for the Inspector General, Department of Defense. In this capacity, she managed an agency-wide strategic communications program and produced speeches to effectively disseminate DoD IG themes and key messages to employees, Congress, the Department, media and the public. In addition, she served as a member of an assessment team in Islamabad, Pakistan that conducted a review of Coalition Support Funds provided to the government of Pakistan. Prior to joining DoD IG, she served as a writer at the Air Force Pentagon Communication Agency.
Brian Paget is the Technical Director for Content & Analytics at Adobe. In Brian's role he is responsible for identifying, shaping and evangelizing solutions that optimize Web, Mobile, and Social interactions for strategic Public Sector customers and partners. Over the last 5 years with Adobe Brian has architected and delivered unique and differentiated mission capabilities and significant cost savings leveraging Adobe's AEM, PhoneGap, and Analytics platforms. Prior to Adobe Brian worked in a variety of engineering, product and account management capacities most recently managing the US Civilian business at IBM for WebSphere-DataPower.