CX Summit 2021

This event qualifies for 8 CLPs

Implementing customer experience (CX) strategies and principles isn't just about making people happy. CX methodologies and strategies are a disciplined approach tht demonstrates a quantifiable impact on outcomes that matter - from achieving the mission to efficiencies through managing the budget, to improving employee engagement, strengthening equity in service delivery and strengthening trust in government. Government services change the lives of the public we serve. Trusting those services to serve equally is pivotal.

Over the past five years, federal agencies have made great progress in focusing on improving the experience the government delivers to its customers through CX strategies and practices. The most important services provided to citizens have been identified as high impact service providers (HISPs). Many agencies have been establishing chief customer offices and focusing on employee experience as a critical component of CX.

COVID-19 disproportionately affected racial minorities and underrepresented communities. These communities continue to experience impacts. With COVID-19, economic recovery and racial equity for Americans who have been underserved and left behind as a priority, a vital strategy to addressing these priorities is through CX practices and strategies.

The President took unprecedented actions during his first week in office to advance equity, which historians have described as one of the most robust efforts to advance racial justice in the first weeks of any new administration. President Biden signed an Executive Order establishing a whole-of-government initiative to address racial equity and support underserved communities, and redress systemic racism in federal polices, laws, and programs. It is important for us to think about our vision for this 21st century customer experience and not leave anyone behind. This two half-day summit focuses on how CX practices and strategies can result in improved services for all.

This Summit is a collaborative effort between ACT-IAC and Dorris Consulting International.

Speaker and Presenter Information

Keynote

Dr. Charles Barber, Diversity, Equity and Inclusion Lead, U.S. Navy (Confirmed)
Kenneth Corbin, Commissioner, Wage and Investment Division, Department of Treasury (Confirmed)
Clare Martorana, Federal Chief Information Officer, Office of Management and Budget (Confirmed)
Exodie Roe, Associate Administrator, Office of Small and Disadvantaged Business Utilization, General Services Administration (Confirmed)

Presenters

Evan Albert, Director of Measurement and Data Analytics, Veteran Experience Office, Enterprise Measurement and Design, Department of Veteran Affairs (Confirmed)Dan Barrett, Director Customer Experience Solution Lead, Grant Thornton (Confirmed)Nina Bianchi, Solutions Principal, Public Sector, Medallia (Confirmed)
Angeline Boey, CDC INFO Operations Lead, Division of Communication services, Center for Disease Control and Prevention (Confirmed)Simchah Suveyke-Bogin, Chief Customer Experience Officer, U.S. Department of Agriculture (Confirmed)
Amira Boland, Lead, Customer Experience and GEAR Center, Office of Management and Budget, Executive Office of the President (Confirmed)
Peter Bonner, Associate Director, Human Resources Solutions, Office of Personnel Management (Confirmed)Kevin Brooks, Principal Digital Strategist, DoD & US Intelligence Community, ServiceNow (Confirmed)Amanda Chavez, Director Customer Experience, Nuaxis (Confirmed)Vashon Citizen, Chief, Digital Services Division, U.S. Citizenship & Immigration Services, Department of Homeland Security (Confirmed)Chad Clifford, Executive Director, Grants QSMO, Department of Health and Human Services (Confirmed)Shaibya Dalal, Senior Equity Fellow, Office of Management and Budget (Confirmed)
Trisha Dang, Deputy Director, Veterans Relationship Management Program Office, Department of Veteran Affairs (Confirmed)
Michael Davis, Head of Equity by Design, Capital One (Confirmed)
Tony Demidio, Partner, McKinsey (Confirmed)Martha Dorris, Founder of Dorris Consulting International (Confirmed)David Ellison, Associate Commissioner, Social Security Administration (Confirmed)Ariele Faber, Presidential Innovation Fellow, Technology Transformation Services, General Services Administration (Confirmed)
Rachel Flagg, Digital and Customer Experience Strategist, General Services Administration (Confirmed)Nicole French, Branch Manager, Customer Service, Transportation Security Administration, Department of Homeland Security (Confirmed)Airis Gill, Executive Director, Employee Experience and Organizational Management, Department of Veteran Affairs (Confirmed)Sydney Heimbrock, Ph.D., Chief Industry Advisor for Government, Qualtrics (Confirmed)Justin Herman, Global Head of Public Sector, Twilio, Inc. (Confirmed)Lashanda Hodge, Director of Customer Experience, General Services Administration (Confirmed)Karen Howard, Director, Online Services Office, Internal Revenue Service, Department of Treasury (Confirmed)Kristen Honey, Chief Data Scientist and Executive Director of InnovationX, Department of Health and Human Services (Confirmed)
Philip Lam, Executive Director of Identity, Technology Transformation Service, General Services Administration (Confirmed)Kimberlyn Leary, Senior Vice President, Urban Institute (Confirmed)
Kunal Modi, Associate Partner, McKinsey (Confirmed)Mary Ann Monroe, Senior Director, Customer Engagement Solutions and Services, Maximus (Confirmed)
Michelle Morris, Managing Client Partner for Public Sector Customer Experience, Verizon (Confirmed)Barbara Morton, Deputy Chief Veteran Experience Officer, Department of Veteran Affairs (Confirmed)Maura Newell, Presidential Innovation Fellow, Technology Transformation Services, General Services Administration (Confirmed)Kshemendra Paul, Chief Data Officer and Executive Director, Department of Veteran Affairs (Confirmed)Jeneanne Rae, Specialist Executive, Customer Strategy & Applied Design, Deloitte Consulting (Confirmed)Andrea Sampanis, Solutions and Services Lead, Grants QSMO, Department of Health and Human Services (Confirmed)
Erin Siminerio, Chief Design Officer, Department of Veterans Affairs (Confirmed)Loren Dejonge Schulman, Vice President for Research, Analysis and Evaluation, Partnership for Public Service (Confirmed)
Katie-Coral Sicora, Senior Lead Technologist at GSA Centers of Excellence, Booz Allen Hamilton (Confirmed)
Eric Snowden, Vice President Design, Adobe (Confirmed)
Danielle Thierry, Digital Service Expert, Office of Information and Technology, Department of Veteran Affairs (Confirmed)
Sheri Trevidi, Design Director for U.S. Digital Services (Confirmed)Lisa Veith, Senior Vice President New Market Growth, Maximus (Confirmed)
Kimberly Walton, Executive Assistant Administrator, Enterprise Support, Transportation Security Administration, Department of Homeland Security (Confirmed)
Gary Washington, Chief Information Officer, U.S. Department of Agriculture (Confirmed)Edward Walters, Chief Customer Officer, Office of Customer Experience, General Services Administrations (Confirmed)Scott Weiss, Presidential Innovation Fellow, General Services Administration (Confirmed)Brian Whittaker, Design and Development Director, Office of Technology and Innovation, Consumer Financial Protection Bureau, Federal Reserve System (Confirmed)
Pia Zaragoza, Presidential Innovation Fellow, Technology Transformation Services, General Services Administration (Confirmed)

Relevant Government Agencies

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 Labor, Dept of State, Dept of Transportation, Dept of Treasury, GSA, USPS, SSA, NASA, Office of Personnel Management, Census Bureau, State & Local Government, FDA, NSA