Speaking CX: Understanding the Language and Tools of Citizen Experience
Touch points and personas. Journey maps and empathy maps. CX requires a different way of thinking and, with that, a different set of tools and concepts. This interactive webinar is designed to help remove the mystery from these terms. In it, you will learn the key tools that are used and how they support citizen experience work. You will also learn some key terms and concepts that will help to shift your thinking to more citizen-centric perspective.
Speaker and Presenter Information
Dr. Josh Plaskoff is the Director of Learning and Technology Service Development for Highpoint Global. In this role, he is responsible for developing innovative training and technology solutions for government agencies to transform the citizen experience. For almost 30 years, Dr. Plaskoff has been working with large organizations, both in the private and public sector, to help improve business performance through organizational transformation.
Previously Dr. Plaskoff was a faculty member of the Kelley School of Business at Indiana University and Fellow of the Randall L. Tobias Center for Leadership Excellence. He has written and spoken on the topic of learning and culture change. Dr. Plaskoff has published chapters in a number of books, including theWiley Handbook of Organizational Learning and Knowledge Management, as well as articles in Nextgov. He received his Master’s degree from the University of Southern California and Doctorate from Indiana University.
Relevant Government Agencies
Air Force, Army, Navy & Marine Corps, Intelligence Agencies, DOD & Military, Office of the President (includes OMB), Dept of Agriculture, Dept of Commerce, Dept of Education, Dept of Energy, Dept of Health & Human Services, Dept of Homeland Security, Dept of Housing & Urban Development, Dept of the Interior, Dept of Justice, Dept of Labor, Dept of State, Dept of Transportation, Dept of Treasury, Dept of Veterans Affairs, EPA, GSA, USPS, SSA, NASA, Other Federal Agencies, Legislative Agencies (GAO, GPO, LOC, etc.), Judicial Branch Agencies, State Government, County Government, City Government, Municipal Government, CIA, FEMA, Office of Personnel Management, Coast Guard, National Institutes of Health, FAA, Census Bureau, USAID, National Guard Association, EEOC
Event Type
Webcast
This event has no exhibitor/sponsor opportunities
When
Wed, Aug 26, 2015, 12:00pm - 1:00pm
ET
Cost
Complimentary: $ 0.00
Website
Click here to visit event website
Organizer
HighPoint Global
Join the event conversation:
@highpointglobal
#cxwebinar
