Exploring OMB Circular A-11 Section 280: Customer Experience Measurements and Metrics
OMB Circular A-11 Section 280: CX Core Function - Measurement
Featured Speaker: Stephanie Thum, Chief Advisor for Federal CX, Qualtrics.
Date: Tuesday, June 25, 2019
Time: 2:00pm ET; 11:00am PT
Duration: 60 minutes
Location: Online
Time: 2:00pm ET; 11:00am PT
Duration: 60 minutes
Location: Online
Metrics and measurements are nothing new in government. But until recently, customer experience measurements have been viewed as a "nice to have," rather than a necessity. For many agencies, OMB Circular A-11 Section 280 brings necessity to measuring and reporting publicly on customer experience.
In our third webinar on this OMB Circular, we will explore:
- Measurement as a core function of OMB A-11 Section 280
- The difference between experience metrics (X-data) and operational metrics (O-data)
- How agencies are mixing X-data and O-data within their public performance reports
- How to choose customer experience metrics that matter for your agency
Join us to hear from Stephanie Thum, CCXP, Chief Advisor for Federal CX at Qualtrics. Stephanie is the former VP of Customer Experience for the Export-Import Bank of the United States, a federal government agency. While at EXIM Bank, Stephanie developed a framework for measuring and reporting customer experience metrics that was recognized as one of the most advanced efforts in the federal government.
Relevant Government Agencies
Other Federal Agencies, Federal Government
Event Type
Webcast
This event has no exhibitor/sponsor opportunities
When
Tue, Jun 25, 2019, 2:00pm - 3:00pm
ET
Cost
Complimentary: $ 0.00
Website
Click here to visit event website
Organizer
Qualtrics Gov Team at Carahsoft Technology Corp
