CX Summit

This event qualifies for 4 CLPs

Modernizing the federal government's information technology (IT) infrastructure is critical to improving government services. This is a core theme in the President's Management Agenda (PMA), the 21st Century Integrated Digital Experience Act (IDEA) and the IT Modernization Centers of Excellence. In most current federal environments, responsibilities for service delivery is separated across different areas within agencies. This results in a lack of understanding of the overall experience delivered to customers and a fractured approach to addressing CX at an enterprise level.

We are now in a new era where improving citizen services is a requirement. Agencies have implemented chief customer officers, agency program offices are taking responsibility for CX, and chief information officers have more accountability for the agency's digital CX strategies and experiences.

This summit will address how agencies must navigate legislation and guidance on modernizing IT to improve the customer's experience.

Speaker and Presenter Information

PRESENTERS

Mike Amante, Director Customer Experience Center of Excellence (CoE) at Department of Housing and Urban Development, GSA (Invited)
Darryl Brile, Manager and Program Analyst, Department of State (Invited)
Sean Brune, Deputy Chief Information Officer and IT Modernization Chief Program Officer, Social Security Administration
Bob DeLuca, Executive Director, Centers of Excellence (CoE), General Services Administrations (Invited)
Sandra Dickinson, Director, Contact Center, Center of Excellence (CoE), U.S. Department of Agriculture (Invited)
David Ellison, Deputy Chief Program Officer, Social Security Administration (SSA) IT Modernization (Invited)
Eric Ewing, Director, Data Analytics, Community of Excellence (CoE), Department of Housing and Urban Development (Invited)
Ralph Gaines, Chief Operating Officer, Department of Housing and Urban Development (HUD)
Lauren Kessler, Manager CX Digital Strategy, PenFed Credit Union
Rajive Mathur, Deputy Commissioner and Chief Information Officer, Office of Systems, Office of the Commissioner, Social Security Administration
Simchah Suveyke-Bogin, Director, Customer Experience Center of Excellence (CoE) at U.S. Department of Agriculture, GSA (Invited)