CX Workshop - Agenda
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Agenda

Times are subject to change.

9:00 AM EST Tuesday, December 10

Welcome and Opening Remarks

5 minutes
ON DEMAND

Welcome to the Data Security Workshop!

Welcome to the Data Security Workshop!

Jessie Bur
Jessie Bur
Executive Editor
Nextgov/FCW
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9:05 AM EST Tuesday, December 10

Exploring Grants CX Innovation

25 minutes
ON DEMAND

Andrea Sampanis, the Program Manager of the Grants Quality Service Management Office (QSMO) at HHS, will present an overview of the Tribal CX Pilot for Post-Award Reporting. She will also demonstrate HHS's newly updated Federal Grants Systems Hub, a byproduct of the Pilot.

Andrea Sampanis, the Program Manager of the Grants Quality Service Management Office (QSMO) at HHS, will present an overview of the Tribal CX Pilot for Post-Award Reporting. She will also demonstrate HHS's newly updated Federal Grants Systems Hub, a byproduct of the Pilot.

Andrea Sampanis
Andrea Sampanis
Program Manager, Grants Quality Service Management Office (QSMO)
Department of Health and Human Services
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9:30 AM EST Tuesday, December 10

Underwriter

Zoom

Deliver Personalized and Seamless Customer Experiences with the Power of Zoom

10 minutes
ON DEMAND

With the administration's focus on efficiency and productivity, Zoom is transforming the way governments engage internally with employees and externally with customers through a powerful AI-first communications and collaboration platform.  Make teamwork more meaningful with Zoom Workplace.  Streamline how you field incoming inquiries with Zoom Contact Center.  Make your town halls more interactive and engaging with Zoom Meetings and Team Chat.  Keep everyone informed with Zoom Phone and Digital Signage.  Join Matt Mandrgoc, Zoom’s Head of Public Sector, to learn more about the various solutions, use cases and best practices that help to ensure personalized and seamless experiences for your teams, your customers and your communities.

With the administration's focus on efficiency and productivity, Zoom is transforming the way governments engage internally with employees and externally with customers through a powerful AI-first communications and collaboration platform.  Make teamwork more meaningful with Zoom Workplace.  Streamline how you field incoming inquiries with Zoom Contact Center.  Make your town halls more interactive and engaging with Zoom Meetings and Team Chat.  Keep everyone informed with Zoom Phone and Digital Signage.  Join Matt Mandrgoc, Zoom’s Head of Public Sector, to learn more about the various solutions, use cases and best practices that help to ensure personalized and seamless experiences for your teams, your customers and your communities.

Matt Mandrgoc
Matt Mandrgoc
Head of Public Sector
Zoom
Heather Kuldell-Ware
Heather Kuldell-Ware
Former Editor-in-Chief
GovExec
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Zoom
9:40 AM EST Tuesday, December 10

Modernizing Florida Through Cyber Innovation

20 minutes
ON DEMAND

Rich Evans will hold a fireside chat on the modernization of the state of Florida, and how that modernization coincides with improvements in customer experience. As the Chief Information Officer (CIO) of the Florida Department of Management Services (DMS), he sees firsthand the way technological advances impact community members, improve engagement, and influence civilian perception of government.

Rich Evans will hold a fireside chat on the modernization of the state of Florida, and how that modernization coincides with improvements in customer experience. As the Chief Information Officer (CIO) of the Florida Department of Management Services (DMS), he sees firsthand the way technological advances impact community members, improve engagement, and influence civilian perception of government.

Rich Evans
Rich Evans
Chief Information Officer
Florida Department of Management Services (DMS)
Chris Teale
Chris Teale
Tech Reporter
Route Fifty
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10:00 AM EST Tuesday, December 10

Coffee Break

10 minutes

Refill your coffee and get ready for part two of this action-packed event!

Refill your coffee and get ready for part two of this action-packed event!

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10:10 AM EST Tuesday, December 10

Expert Spotlight: Beth Martin

15 minutes
ON DEMAND

Beth Martin brings over 20 years of federal civil service with an emphasis on user and customer experience. She will demonstrate a "premortem" approach to project management and customer experience planning.

Beth Martin brings over 20 years of federal civil service with an emphasis on user and customer experience. She will demonstrate a "premortem" approach to project management and customer experience planning.

Beth Martin
Beth Martin
Federal
CX Expert
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10:25 AM EST Tuesday, December 10

Colorado and Customer Experience

25 minutes
ON DEMAND

Sarah Tuneberg was selected to lead the Colorado Digital Service (CDS) in July, 2024 with the goal of solving urgent technology needs for state agencies in an effort to improve the customer experience of Coloradoans. Tuneberg will discuss Colorado’s push for CX improvement and the state’s focus on making it easier for civilians to access services.

Sarah Tuneberg was selected to lead the Colorado Digital Service (CDS) in July, 2024 with the goal of solving urgent technology needs for state agencies in an effort to improve the customer experience of Coloradoans. Tuneberg will discuss Colorado’s push for CX improvement and the state’s focus on making it easier for civilians to access services.

Sarah Tuneberg
Sarah Tuneberg
Director
Colorado Digital Service
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10:50 AM EST Tuesday, December 10

Closing Remarks

5 minutes
ON DEMAND

Thank you for joining the Data Security Workshop!

Thank you for joining the Data Security Workshop!

Jessie Bur
Jessie Bur
Executive Editor
Nextgov/FCW
Read More