ACT-IAC 2018 CX Summit


This event qualifies for 4 CLPs


In the past, many federal agencies paid little attention to customer experience as many felt they were often the only place a citizen could go to get important jobs done such as filing for social security or Medicare, paying taxes, getting a passport or sending a letter in the mail.  As citizen expectations have been shaped by their commercial experiences with service providers, federal agencies are now expected to provide speedy and efficient services over multiple channels whenever their citizen or business customers have need to interact with them.  As the digital age has revolutionized the customer experience and subsequent expectations, agencies are challenged to deliver technical capabilities to provide service levels as never before.

 

While the pressure to conform to new norms and expectations has been somewhat motivating to move the CX conversation forward, there has been a large outage in the conversation that, if understood better, could accelerate adoption of Customer Experience as a key strategic pillar in also driving operational excellence.  This additional perspective about the value of working to improve CX is particularly relevant today in support of the goals of the current administration to make government operate more efficiently.  This area of CX management has been underplayed in the Federal CX sphere to date.  It is time to not only bring to life relevant case studies citing CX-related operational efficiencies from both the public and private sector but also highlight management techniques and new technologies that can quickly drive performance to new levels.

Speaker and Presenter Information

Keynote Speakers:

  • Reagan CannonDirector of Global Programs, Amazon Customer Service 
  • Joseph MorrisroeExecutive Director, NYC311

 

Speakers:

  • Jay Hurt, Chief Financial Officer, Federal Student Aid, Department of Education 
  • Anahita ReillyChief Customer Officer, General Services Administration (Invited)
  • Robert S. Stewart, Jr.,  Director of Acquisition for Innovation and Small Business Programs, Defense Threat Reduction Agency, Department of Defense
  • Joanne Woytek, Program Manager, SEWP Program, National Aeronautics, and Space Administration (NASA)

Relevant Government Agencies

Other Federal Agencies, Federal Government

View Exhibitor/Sponsorship Details


When
Tue, May 22, 2018, 7:30am - 12:00pm


Cost

Government:  $0.00
Industry Member:  $250.00
Industry Non-Member:  $400.00


Where
Renaissance Washington DC
999 9TH St. NW
Washington, DC 20001
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Website
Click here to visit event website


Organizer
ACT-IAC


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