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#CXSummit

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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

Agenda

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

Speakers

Danielle Blumenthal**

Adjunct Professor, Marketing, University of Maryland University College

Kathy Conrad

Director, Digital Government, Accenture Federal Services

Dr. Lynda Davis

Chief Veterans Experience Officer, Department of Veterans Affairs

Congressman Blake Farenthold

(R-TX-27)

Rear Admiral Peter Gautier

Director of Governmental and Public Affairs, U.S. Coast Guard

 MaryAnn Monroe

Director of Customer Experience, HighPoint Global​

Jennifer M. Plozai

Director of External Communications,  Office of Strategic Communications and Public Affairs at the Transportation Security Administration

Malek Ben Salem

Senior Manager, Security R&D, Accenture Labs

Nat Wood

Associate Director for Consumer and Business Education, Federal Trade Commission

Chuck Young

Managing Director, Public Affairs, Government Accountability Office

Mohana Ravindranath

Staff Correspondent, Nextgov

Jeremy Zilar

Director of DigitalGov, General Services Administration 

Frank Konkel 

Executive Editor, Nextgov

**Dr. Blumenthal is here in a personal capacity and all views expressed are her own

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