Menu
  • Register
  • Agenda
  • Speakers
  • Underwriters
background image
background image
background image

Elite Underwriters

Adobe Logo
 HighPoint Logo
background image

Strategic Underwriter

Measuring Success in Customer Experience

Used to dealing with companies that distinguish themselves through superior customer engagement, today’s public has come to expect a level of customer experience to which most agencies haven’t been able to live up. However, the Obama administration’s prioritization of customer experience puts federal agencies in the challenging position of pushing to provide a first-class customer experience while meeting their unique missions. With the right combination of customer-focused strategy, technology, and talent, federal agencies have a chance to significantly raise the bar for the government’s customer service.   

Takeaways:

  • Best practices from successful federal CX use cases
  • Common challenges inherent in beginning CX initiatives
  • Understand the opportunities technology creates for improving service and customer outcomes

Register

WHEN

Wednesday
August 5, 2015
7:30 - 11:40am

WHERE

The Newseum
Knight Broadcast Studio

CONTACT

events@govexec.com

Join the conversation
by tweeting at
#CXSummit

background image

Agenda

Registration and Networking

7:30-8:15am

Welcome Remarks

8:15-8:20am

Opening Keynote 

Brenda Wensil, Chief Customer Experience Officer, Office of Federal Student Aid, Department of Education

8:20-8:50am

Where Customer Experience is Advancing in Government
The onus is on federal agencies to improve customer experience, but it’s easier said than done. Panelists will explain what it means to map a customer journey, how to determine what customers really want, and describe what customer-focused leadership actually looks like. This panel will explore successful customer experience efforts undertaken across government, challenges encountered, and best practices learned along the way.

Featuring:
Ruby Burrell, Chief Strategic Officer, Social Security Administration
Martha Dorris, Director of the Office of Strategic Programs, Federal Acquisition Service/Information Technology Service, General Services Administration
Rajive Mathur, Director, Office of Online Services, Internal Revenue Service

8:50-9:30am

Presentation by Elite Underwriter Highpoint Global

Abby Herriman, Senior Vice President of Delivery and Innovation, Highpoint Global

9:30-9:45am

Coffee & Networking Break

Undewritten by Sutherland Government Solutions

9:45-10:15am

How Data is Driving Customer Experience Strategy
If data isn’t part of your customer experience strategy, you’re doing it wrong. The most promising customer experience efforts in government tend to be driven and backed by data. Technology should be viewed as a key component – but not a solution on its own – to any customer experience initiative; whether it is collecting data to better understand customers or providing features and services they expect in today’s modern, digital world. This panel will discuss the role data plays in customer experience strategy and how technology is shaping the government’s relationship with its millions of customers.

Featuring:
Dennis Alvord, Executive Director, BusinessUSA
Rick Parrish, Senior Analyst, Forrester Research
Stephanie Thum, Vice President of Customer Experience, Export-Import Bank of the United States

10:15-10:55am

The Evolution of Customer Experience Technology
Web Content Management and Web analytics are great first steps in your journey to optimizing customer experiences, but todays citizens journey's don’t start and stop with web. This presentation will discuss how technology has evolved from providing Web Content & Web Analytics solutions to Experience oriented solutions, empowering you to better serve citizens at each step in their journey.

Brian Paget, Technical Director for Public Sector, Adobe

10:55-11:10am

Closing Keynote 

Tom Allin, Chief Veterans Experience Officer, Department of Veterans Affairs

11:10-11:35am

Closing Remarks

11:35-11:40am

background image

Speakers

Tom Allin (Keynote Speaker)

Chief Veterans Experience Officer, Department of Veterans Affairs


Dennis Alvord

Executive Director, BusinessUSA

Ruby Burrell

Chief Strategic Officer, Social Security Administration


Martha Dorris

Deputy Associate Administrator, Office of Innovative Technologies, Office of Citizen Services and Innovative Technologies/18F, U.S. General Services Administration


Abby Herriman

Senior Vice President of Delivery and Innovation, HighPoint Global


Rajive Mathur

Online Services, Internal Revenue Service, Department of the Treasury


Brian Paget

Technical Director for Public Sector, Adobe


Rick Parrish

Senior Analyst, Forrester Research


Stephanie Thum

Vice President of Customer Experience, Export-Import Bank of the United States

 

ADDITIONAL SPEAKERS BEING ANNOUNCED SOON!

background image

Underwriters

 

Elite Underwriters

 

Strategic Underwriter

 

Coffee & Networking Break Underwriter 

background image

About Nextgov and Government Executive

GovernmentExecutive.com is government's business news daily and the premier website for federal managers and executives.

Government Executive in its print incarnation is a monthly business magazine serving senior executives and managers in the federal government's departments and agencies. Our subscribers are high-ranking civilian and military officials who are responsible for defending the nation and carrying out the many laws that define the government's role in our economy and society. Government Executive's essential editorial mission is to cover the business of the federal government and its huge departments and agencies - dozens of which dwarf the largest institutions in the private sector. We aspire to serve the people who manage these huge agencies and programs in much the way that Fortune, Forbes, and Business Week serve private-sector managers.

Nextgov is the all-day information resource for federal technology decision makers. Through news, analysis and insights from our award-winning journalists and a nationwide community of expert voices, Nextgov provides the first word on technology and government.

Nextgov’s editorial mission is to lead the national discussion about how technology and innovation are transforming the way government agencies serve citizens and perform vital functions. Central to this mission is the exploration of emerging technologies and their potential impact on government. Nextgov contributors include influential thinkers across government, academia and the private sector providing fresh and provocative insights on key federal IT topics.

Nextgov is produced by Government Executive Media Group, the most trusted information resource serving senior decision makers in government.