2018 was a landmark policy year for government customer experience. With new legislation passed by Congress, clarifying guidance issued from OMB, and strong priorities set by the President, providing great experiences has never been more important in government. But with all these visions in place, how do federal leaders actually achieve tangible results around CX?
Join Medallia on April 24 for a special half-day summit dedicated to the craft of customer experience. We’ll dive into the new policies and what they may mean for your agency, but also go deeper and provide practical advice on improving experiences for citizens and employees alike. You’ll learn how to go beyond CX compliance, leveraging these mandates to transform the way your agency delivers services and meets mission needs. Explore how to harness the benefits of great customer experiences from industry experts and connect with government colleagues to share common challenges and best practices.
Don’t miss this opportunity to make 2019 the year your customer journey truly begins.
|8:00am - 8:45am||
Registration & Networking Breakfast
|8:45am - 9:00am||
Medallia Keynote: 2019 Government CX - What’s Next?
In 2018, A-11 and COE’s became part of the common vernacular for government and real progress began with regards to laying the groundwork for the future of CX. In 2019, these concepts shift into practice. What does that mean, look like and what are the potential impacts?
|9:00am - 9:40am||
ROI of Customer Experience
Investing in CX has meaningful impacts across the board. We should not overlook the mission alignment aspect and “doing the right thing”, but ROI is not just soft impact. In fact, there are demonstrable, varied and evergreen impacts to critical KPI’s. We’ll dig in on what those are, how to achieve them and where there’s still room to evolve our thinking here.
|9:40am - 10:10am||
VOC 101 - A Quick Start Guide with a Long Term Vision
So you want to get started with a CX initiative but don’t want this to be a multi year science project before you start to see results? Tired of attending events that focus on the conceptual when what you’re really after is the tactical? You’ve come to the right place. Learn how you can start a VOC program right away in order to maximize impact while also achieving compliance and, just as importantly, building in a way that positions you for future/continued evolution - something you don’t need to rip out when you’re ready to take that next step
|10:10am - 10:20am||
|10:20am - 11:05am||
Quick Hit Case Studies
CX initiatives can start anywhere. Too often, teams can get wrapped up in trying to find the perfect fit or holistic solutions. In reality, there are endless areas that can benefit from listening to your customers. Not only does it help in that specific scenario but also creates a pull within the organization for more CX once success is recognized. Hear a few stories about just how some agencies decided to dip their toe in.
|11:05am - 11:35pm||
The Challenges You’ll Face
What are the biggest hurdles that agencies face as they begin their CX transformation journeys? We let you, the customer, share your thoughts. This session will present the results of this brief study and then feature speakers who will share perspectives on those most pressing challenges and how to overcome them.
|11:35 - 12:05||
Feedback is a Gift - Tying it All Together
Whether it be focusing on the metrics that matter, engaging employees in a customer experience transformation or reforming processes that hinder customer experience, feedback from your customers is the critical underpinning that helps tie it all together. Learn more about the importance of this seemingly simple concept and how you can leave today's event with a plan for immediate action.