#CXFoodForThought

Since the previous administration’s mandates and prioritization of customer experience across the federal government, Government Executive and Nextgov have led the way in reporting and highlighting some the biggest challenges and opportunities agencies are facing when it comes to delivering great public services.

On November 7, we discussed the most important topics in CX today -- from building trust within your agency to investing in and incorporating new technologies to enhance public service. This interactive program allowed federal managers and CX leaders to explore best practices and customer experience strategies and the future of public service.

11:30 AM	Registration & Networking Lunch
12:30 PM	Opening Remarks
12:35 PM	Opening Panel Discussion Benchmarks for Success: New Mandates, Guidance and Ideas to Transform Federal CX In an effort to improve the federal government’s public service track record, the Office of Management and Budget announced a new section to its A-11 guidance addressing customer experience framework and benchmarks for agencies to measure progress. The guidelines ask agencies to measure customer satisfaction, confidence and trust, service quality, ease, efficiency and equity of process and employee helpfulness. How are government leaders incorporating this criteria in everyday customer service, and what comes next? Kevin Carter, Digital Service Expert, Defense Digital Service Marcy Jacobs, Executive Director, Digital Service, Department of Veterans Affairs Moderated by: Frank Konkel, Executive Editor, Nextgov
1:00 PM	Roundtable Conversations Navigating Management and Cultural Shifts on Your CX Journey Improving customer experience requires a team that understands the customer, the tech and the mission. Building the right team means bringing together a diverse group--in focus, expertise and life experience-- and setting appropriate expectations to navigate management and cultural shifts. How can you continue on your CX journey, despite hiring, culture and procurement challenges that you might face along the way? We’ll discuss strategies for overcoming these challenges and the best ways to find and hire the right people to build a CX program. Table Leader: Andrew Chiu, Director of Product Management and User Experience & Design, Internal Revenue Service Where Employee Experience Meets Customer Experience A positive employee experience can directly translate into a positive customer experience. We’ll explore how to set standards, measure and monitor performance and create CX journey maps -- all to be used to improve the internal agency experiences. Table Leader: Martha Dorris, Founder and CEO, Dorris Consulting International Investing in the Right Technology for your Services to Buy and Build with Customers in Mind Federal agencies acquire technology to improve systems, increase security and advance department missions. As agency leaders buy and invest in new technology, it’s growing increasingly important to purchase tech that focuses on CX-based outcomes. Table Leader: Rick Parrish, Principal Customer Experience Analyst, Forrester Personalization and Tailored Experiences Customers are looking for services that fit their lifestyles and experiences that are tailor-made for them. How can you set-up personalized services that learn from customer actions? We’ll explore best practices and strategies to take federal CX to the next level through personalization to create a custom experience for all users. Table Leader: Celika Caldwell, Vice President, AARP Experience Design, AARP Next-Level User-Centered Design Agency leaders are designing services and platforms with a user-first mentality, by creating tools that are simpler and sleeker than ever before. But how can they take UX design to the next level? We’ll discuss the more technical aspects of user-design, including how to create inclusive experiences, implement standards and templates across agencies, measure UX success and improve on existing models. Table Leader: Kevin Carter, Digital Service Expert, Defense Digital Service Taking an Omnichannel Approach Customer experiences often extend beyond an initial interaction, across multiple channels and formats. In order to provide a seamless and experience, we’ll explore strategies to provide an integrated journey across all platforms and cross-agency technologies. Table Leader: Matt Chinn, Vice President, AARP Experience Implementation and Social Response, AARP Building and Rebuilding Customer Trust Forrester’s 2018 US Federal Customer Experience Index reported that 80 percent of federal agencies fall into the lowest two categories of the CX Index. After years of low expectations and bad experiences, how do agency leaders build and rebuild trust? From in-person interactions to put a face to services to building trust in technology after breeches in the private sector, we’ll discuss the best strategies to re-establish trust. Table Leader: Michelle Musgrove, Vice President, AARP Experience Strategy and Governance, AARP
1:50 PM	Conversation Wrap-Up
2:20 PM	Closing Remarks