The federal government has made modernizing and streamlining customer service a cross-agency priority goal, and during the pandemic, meeting citizens’ needs to deliver critical services is perhaps more important than ever. Congressional mandates, OMB directives and presidential imperatives are compelling federal agencies to move the needle in customer experience, creating CX action plans comparable to the private sector in measurement, governance, organizational culture, customer research and service design. In order to get the proper training and technology required to innovate citizens’ interactions with government service delivery, agencies are rethinking their customer experience strategies, ultimately prioritizing the needs of citizens to maximize service effectiveness.
Hear federal government leaders and customer experience experts discuss these topics and more during Government Executive and Nextgov’s 2020 Customer Experience Summit, taking place virtually October 15.
Dr. Henry Thibodeaux
Manager, Assessment and Evaluation
Office of Personnel Management
Customer Experience Officer
Customer Experience Lead
Small Business Administration
|1:00 PM||Opening Remarks|
The Veteran Experience
CX and the 2020 Census
Reimagining CX for Government Agencies
As various government agencies embark on their digital transformation journey, it is important to keep your citizens at the center of your customer experience journey. During this session, learn how to leverage modern technology to deliver a personalized, efficient, and accessible customer experience journey to empower both employees and citizens.
Panel: Putting Data to Work to Achieve Positive Customer Experience Outcomes
Spotlight Session: The Federal CX Snapshot
|4:00 PM||Closing Remarks|