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Citizen Experience Seminar
To protect the health and safety of attendees, this event has been moved to online-only due to COVID-19 concerns. A decade later, customer experience (CX) and citizen engagement have evolved and become a higher priority across governments than ever before. While government organizations have made significant strides in CX, there is still a call to action to improve communication, increase accessibility, modernize infrastructure and digital ser...
August 11, 2020
Organizer: Carahsoft Technology Corporation
Location: Virtual
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Plain Language Basics: Online Class
U.S. government agencies are required to communicate in plain language. How do federal employees learn how to do that? The Plain Language Action and Information Network (PLAIN) offers free training to federal agencies; this three-hour online class through Digital.gov explains how to write in plain language. We’ll cover the following: Definition of plain language Background The law - Plain Writing Act of 2010 and executive orders Federal...
August 11, 2020
Organizer: Digital.Gov
Location: Webcast
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Mastering Decisioning to Stay in the CX Game
Deloitte calls it “data, deployment and decisioning.” Gartner, “continuous intelligence.” And our own Futurum research calls it “extreme agility and automation." Any way you slice it, delivering on brand promises requires a level of speed, scale and intelligence in customer experience (CX) technology that many organizations don’t possess. Expanding and converging customer touchpoints. An explosion in data. A...
August 11, 2020
Organizer: SAS
Location: Webcast
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Collaboration and Zero Trust in a Volat...
Now more than ever, there’s a need for a flexible, future-state identity service that enables a fast and secure shift to support a remote and collaborative workforce outside the network. Federal employees need to work with contractors from home. Citizens need to engage via digital means rather than in person. Constituents not only require access to mission-critical tools they were already using but the pandemic has highlighted the need t...
August 12, 2020
Organizer: Identity Government Team at Carahsoft
Location: Webcast
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DCRA - A Digital Transformation Case Study
In 2018, the Department of Consumer and Regulatory Affairs (DCRA) embarked on a Digital Transformation journey called "Vision 2020," focused on technology enhancements to streamline processes and increase efficiency for their customers. The lessons learned and accomplishments achieved are applicable to Federal, State and Local governments nationwide. With the current public health emergency, DCRA temporarily closed their offices, and quickly p...
August 12, 2020
Organizer: Digital Government Institute
Location: Webcast
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Exploring the Role of Monitors in Impro...
Customer Experience (CX) is a vital focus area for businesses because of its direct impact on business growth. Improving CX moves beyond internal enables of employee productivity and extends to the larger scope of improving employee experience (EX). With positive EX, employees are more likely to be engaged and deliver positive CX.This Forrester study explores the correlation between CX and EX, and provides insights on the role investment in mo...
August 12, 2020
Organizer: Dell Technologies
Location: Webcast
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Keeping Tax-Exempt Customers Happy: How...
Happy customers = loyal customers, so businesses strive to deliver great customer experience, beginning with the purchase process. Exemption certificate management is an often overlooked part of that process, but can have a huge impact on the satisfaction of tax-exempt customers and repeat business. Now more than ever, every customer counts, which is why many businesses are changing their sales models to enable online sales. But is their techn...
August 19, 2020
Organizer: ProFormative
Location: Webcast
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SERDP and ESTCP Webinar: Addressing Thr...
This SERDP and ESTCP webinar presents tools to assess conservation efforts and endangered species communities on DoD installations. Specifically, investigators will discuss SERDP-funded efforts to evaluate cross-boundary habitat crediting programs and summarize experiments using environmental DNA as a method of documenting pollinator communities.
August 20, 2020
Organizer: SERDP
Location: Virtual
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The Crisis-Ready Digital Experience
One clear lesson from COVID-19 is that digital services are a vital part of government resiliency strategies. When social distancing requirements made in-person government transactions undesirable or unavailable, web and mobile channels became some of the primary means for delivering services to citizens and businesses. This session will explore: • How the COVID-19 experience is shaping digital services strategies going forward• Best...
August 26, 2020
Organizer: Governing
Location: Webcast
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Future-Proof the Citizen Experience: Ho...
The COVID-19 pandemic placed a huge burden on government agencies, especially those that suddenly faced skyrocketing call volumes. Meanwhile, the rapid acceleration to remote work upended the norms in the traditionally brick-and-mortar call center environment. This unexpected shift may have exposed gaps in how prepared agencies are to manage a sudden surge in demand, but it also presents an opportunity to consider what future contact centers c...
August 28, 2020
Organizer: Governing
Location: Webcast
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