NGFCW CX Workshop

Welcome to the Nextgov/FCW CX Workshop!

Details coming soon.

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.

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.

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.
 

TSA's Niki French shares the agency’s substantive efforts around CX — and what the future of CX looks like at TSA.

Learn how Salesforce helps government agencies accelerate mission impact and improve operational efficiency with safety, security, and trust at the core.

Rob Chestnut, Assistant Center Chief for Dissemination Communications and Requirements at the U.S. Census Bureau, discusses the agency's CX strategy.

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.

CMS Executive Director of Digital Service Andrea Fletcher joins to talk through the the role of a digital service team in implementing better CX.

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.

Thank you for joining the Nextgov/FCW CX Workshop!