Agenda
Times are subject to change.
8:30 AM EST
Tuesday, December 12
Welcome Remarks
Catherine Wilson, Director, Event Content, GovExec
Welcome to the Nextgov/FCW CX Workshop!
On Demand
8:35 AM EST
Tuesday, December 12
Government Insights
Cory Wagner, Chief Customer Experience Officer, Office of Mission Support, Environmental Protection Agency
Details coming soon.
On Demand
9:00 AM EST
Tuesday, December 12
How to Avoid Feature Factories with CX Experience Mapping
LaRel Rogers, Senior Product Marketing Manager, Federal, Okta
Underwritten by: Okta
Oftentimes, for both federal agencies and delivery partners, it’s easy to focus on building features rather than designing services that work together. What the immense focus on customer experience (CX) in the public sector unveiled is that the customer is the storyteller, their pain points live in a specific moment in time, and that there’s value in piloting programs to ship value over time. Join us as we highlight the overlap in federal CX opportunities and workshop how to build interoperability that simplifies and streamlines benefit access for the American people.
On Demand
9:20 AM EST
Tuesday, December 12
Government Insights
Barbara Morton, Deputy Chief Veterans Experience Officer, Veterans Experience Office (VEO), Department of Veterans Affairs
Deputy Chief Veterans Experience Officer Barbara Morton joins the program to discuss the how the Veterans Experience Office is impacting larger CX goals within the VA — and across the federal government.
On Demand
9:45 AM EST
Tuesday, December 12
The Future of Human-Centered Design in a Post-AI World
MaryAnn Monroe, Vice President, Total Experience Solutions & Services, Maximus
Underwritten by: Maximus
As best practices around CX and Human-Centered Design (HCD) undergo a paradigm shift, we examine the delicate balance required between conversations, user input, and the use of data and technology to unearth user needs. Join us as we delve into the changing face of HCD, address primary concerns regarding Artificial Intelligence (AI) and customer data, and explore how technology can be harnessed to revolutionize current delivery and enhance the overall customer experience.
9:55 AM EST
Tuesday, December 12
Coffee Break
Refill your coffee and get ready for part two of this action-packed event!
10:15 AM EST
Tuesday, December 12
Government Insights
Niki French, Customer Service Branch Manager, Transportation Security Administration (TSA)
TSA's Niki French shares the agency’s substantive efforts around CX — and what the future of CX looks like at TSA.
On Demand
10:40 AM EST
Tuesday, December 12
Planning Your Public Sector Data Modernization: Get your agency ready for an AI-powered era
Francisco Salguero, Digital Transformation Executive, Salesforce
Underwritten by: Salesforce
Learn how Salesforce helps government agencies accelerate mission impact and improve operational efficiency with safety, security, and trust at the core.
On Demand
11:00 AM EST
Tuesday, December 12
Government Insights
Rob Chestnut, Assistant Center Chief, Dissemination Communications and Requirements, Center for Enterprise Dissemination, U.S. Census Bureau
Rob Chestnut, Assistant Center Chief for Dissemination Communications and Requirements at the U.S. Census Bureau, discusses the agency's CX strategy.
On Demand
11:25 AM EST
Tuesday, December 12
From Service Transactions to Digital Customer Experiences
Gabriele "G" Masili, Chief Customer Officer, Granicus
Underwritten by: Granicus
Digital advances present an opportunity for governments to transform customer communications into human-centric, integrated and two-way intuitive experiences for customers. With a focus on human-centric design and customer-at-the-center approaches, customer service is on the brink of a step change transformation. Granicus Chief Customer Officer G Masili will talk through the changes – in technology, people and process -- that are bringing about increased satisfaction and trust in government engagement, ultimately better advancing agency missions of service to citizens.
On Demand
11:40 AM EST
Tuesday, December 12
Government Insights
Andrea Fletcher, Executive Director, Digital Service, Centers for Medicare & Medicaid Services
CMS Executive Director of Digital Service Andrea Fletcher joins to talk through the the role of a digital service team in implementing better CX.
On Demand
12:05 PM EST
Tuesday, December 12
Government Insights
Camille Tucker, Chief Customer Officer, GSA
GSA Chief Customer Officer Camille Tucker closes out the Nextgov/FCW CX Workshop with a look at the agency's focus on improving customer experience and fostering a customer-first mentality.
On Demand
12:30 PM EST
Tuesday, December 12
Closing Remarks
Catherine Wilson, Director, Event Content, GovExec
Thank you for joining the Nextgov/FCW CX Workshop!
On Demand