CX Summit 2023: Digital Transformation of Customer Experience

This event qualifies for 4 CLPs

The past three years have accelerated the pace of change in federal technology which has enabled virtual talent and qualified workforce, access and utilization of multiple digital channels, and a revitalization of customer experience across multiple services. In our new world, each of these elements are imperative in order to function in the work environment. Even Clare Martorana, Federal CIO at Office of Management Budget commented that only 2% of government forms are digitized—a percentage that does need to change.

Delivering a digital first customer experience should be and is a priority of the Government CX Policy Framework; however, addressing the needs of those who cannot access or use digital services, such as those with Internet accessibility issues, low income, or those with limited English proficiency, should be foremost in our minds to find another solution. Whether it be a government or industry customer, working remotely or in the office, the need for digital services is crucial. Everyone needs the commitment of political and career leadership along with a skilled workforce in technology and customer experience in order to resolve the problem at hand, create a vision, drive innovation – all to transform the customer experience.

This CX Summit, co-hosted by ACT-IAC and Dorris Consulting, will provide discussions, examples, technology, case studies, and modernization techniques to assist both government and industry users in delivering Digital First Customer Experiences.

Objectives:

Understand how collaboration among the C-Suite is required to meet the needs of customers and employees.
Learn how excellent federal services build trust in government.
Hear about the importance of engaged employees that are driven by outstanding employee experience.
Understand what “digital first” but not “digital only” really means.
Know the importance of integrating channels to deliver simple, seamless and secure services.
Learn the importance of operational and customer data in prioritizing improvements for customers.
Hear about the emerging technologies that have improved service delivery (e.g., biometrics, RPA, AI, etc).

Speaker and Presenter Information

Find the most up to date speaker information on our event website!

Relevant Government Agencies

Navy & Marine Corps, 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, SSA, Other Federal Agencies, Office of Personnel Management, National Institutes of Health, FAA, Census Bureau, State & Local Government, NSA