Customer Experience Summit Livestream 2017

For citizens and customers, trust matters. When citizens seeking information and services from federal institutions are faced with archaic technologies, long wait times or unsecured platforms, their trust, confidence and experience dealing with government suffers. Federal agencies that strive to build better, trustworthy relationships provide customers a better experience and ultimately make government more effective.

In this event, we will look at how to:

Build a trustworthy brand and ensure employees reflect this ethos

Communicate effectively with customers and incorporate citizen feedback

Respond to and mitigate crises both internally and externally

8:40 AM	Opening Remarks
8:45 AM	Opening Keynote Congressman Blake Farenthold, (R-TX-27)
9:05 AM	Building a Trustworthy Brand Dr. Danielle Blumenthal, Adjunct Professor, Marketing, University of Maryland University College Chuck Young, Managing Director, Public Affairs, Government Accountability Office Jeremy Zilar, Director of DigitalGov, General Services Administration Frank Konkel, Executive Editor, Nextgov
9:45 AM	Session Presented by HighPoint Global MaryAnn Monroe, Director of Customer Experience, HighPoint Global
10:00 AM	Livestream Break
10:10 AM	Protecting the Citizen Rear Admiral Peter Gautier, Director of Governmental and Public Affairs, U.S. Coast Guard Jennifer M. Plozai, Director of External Communications, Office of Strategic Communications and Public Affairs at the Transportation Security Administration Nat Wood, Associate Director for Consumer and Business Education, Federal Trade Commission Mohana Ravindranath, Staff Correspondent, Nextgov
10:50 AM	Session Presented by Accenture Malek Ben Salem, Senior Manager, Security R&D, Accenture Labs Kathy Conrad, Director, Digital Government, Accenture Federal Services
11:05 AM	Closing Keynote Dr. Lynda Davis, Chief Veterans Experience Officer, Department of Veterans Affairs
11:30 AM	Closing Remarks