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October 15, 2020

1:00 - 4:00 PM EDT

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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. 

Mobile-first,
Omnichannel
Experiences

Organizational
Culture

Human Centered
Design Processes

Challenges to
Effective Service
Delivery &
Implementation

Tenets of
Good CX
Practices

Improving Digital
Experiences

Lessons Learned
from the
Private Sector

Incorporating
Data Into
CX Strategies

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Speakers

Profile Picture of Dr. Lynda C. Davis.

Dr. Lynda Davis

Chief Veterans Experience Officer
Department of Veterans Affairs

Profile Picture Barbara C. Morton.

Barbara Morton

Deputy Chief Veterans Experience Officer
Department of Veterans Affairs

Official Logo of the US Department of Education.

Chris Greene

Deputy Chief Operating Officer of Student Experience and Aid Delivery, Office of Federal Student Aid
Department of Education

Official Logo of the Office Of Personnel Management.

Dr. Henry Thibodeaux 

Manager, Assessment and Evaluation
Office of Personnel Management

Profile Picture of Michele Bartram.

Michele Bartram

Customer Experience Officer
Census Bureau

Amber Chaudhry

Customer Experience Lead
Small Business Administration

Profile Picture of Rick Parrish.

Rick Parrish

Principal Analyst
Forrester Research

Profile Picture of Dr. Michael A. Parker

Dr. Michael A. Parker

Vice President and Business Development Executive
Salesforce

Profile Picture of Tom Shoop.

Tom Shoop

Vice President and Editor-in-Chief
Government Executive Media Group

Profile Picture of Frank Konkel.

Frank Konkel

Executive Editor
Nextgov

Profile Picture of Aaron Boyd.

Aaron Boyd

Senior Editor, Technology and Events
Nextgov

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Agenda

1:00 PM Opening Remarks
1:05 PM

The Veteran Experience
Hear from top federal customer experience leaders as they sit down for conversations with Government Executive and Nextgov editors about how their offices are prioritizing citizen experience in times of crisis and beyond.

  • Dr. Lynda Davis, , Chief Veterans Experience Officer, Department of Veterans Affairs
  • Barbara Morton, Deputy Chief Veterans Experience Officer, Department of Veterans Affairs
  • Moderator: Frank Konkel, Executive Editor Nextgov
1:30 PM

CX and the 2020 Census

  • Michele Bartram, Customer Experience Officer, Census Bureau
  • Moderator: Tom Shoop, Vice President and Editor in Chief, Government Executive Media Group
1:55 PM

Reimagining CX for Government Agencies 
A Session Presented by our Underwriter Salesforce

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.

  • Moderator: Dr. Michael A. Parker, Vice President, Business Development Executive, Salesforce
2:25 PM

Panel: Putting Data to Work to Achieve Positive Customer Experience Outcomes
When the Federal Student Aid Office realized about 15 percent of its FAFSA applications were coming from phones and other mobile devices, the office released a mobile-friendly app and website form in 2018 to meet user needs. This is one example of many in the federal government illustrating a simple, yet crucial point: data analytics matters. When COVID-19 hit, using data to create the most seamless citizen experiences possible in a chaotic world mattered more than ever. In this session, hear from federal leaders who are working to get the most out of their agencies’ data to meet citizens’ needs and deliver services as effectively as possible.

  • Amber Chaudhry Lead, Customer Experience, Small Business Administration
  • Chris Greene, Deputy Chief Operating Officer of Student Experience and Aid Delivery, Office of Federal Student Aid, Department of Education
  • Dr. Henry Thibodeaux,  Manager, Assessment and Evaluation, Office of Personnel Mangement
  • Moderator: Aaron Boyd, Senior Editor , Technology and Events, Nextgov
3:35 PM

Spotlight Session: The Federal CX Snapshot

  • Rick Parrish, Principal Analyst, Forrester Research
4:00 PM Closing Remarks

Underwritten by


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