Speakers

Rob Chestnut is the Assistant Center Chief for the Center for Enterprise Dissemination at the U.S. Census Bureau.  Rob started his career at Census in 1999 with the International Trade Division where he trained U.S. exporters to file documentation  on one of the Bureau's first internet data collection systems.  In 2008 Rob shifted focus from data collection to data dissemination where he took a role in the development of the American Fact Finder data dissemination website.  Until 2015 he worked closely with data users to help them find and access data. It is here that Rob began to develop a greater understanding of the Census data customers and how and why they want to access data.  In 2015 the Census Bureau created a new initiative to engage our data users and create a better enterprise wide data dissemination system that meets their needs.  Rob and his team currently are the liaisons between the data user community and the Census development team for Data.census.gov.

Andrea Fletcher serves as the Executive Director of the Digital Service at the Centers for Medicare & Medicaid Services. In this role she is responsible for leading digital modernization efforts at CMS, which promote interoperability and public access to health data.

Prior to her digital service role, Andrea spent most of the last 10 years traveling around the world, building digital health systems across 20+ countries, primarily working in sub-Saharan Africa. She has built mobile apps for healthcare workers, integrated biometric IDs into electronic health record systems, designed national-level interoperability layers, and deployed new disease surveillance systems making contributions to pandemic responses in Ebola, HIV, and COVID-19.

Andrea holds a B.A. in Bioethics from Washington and Jefferson College, and a Masters of Public Health (MPH) from Emory University, and is currently a part-time PhD student at the London School of Hygiene and Tropical Medicine in Epidemiology and Population Health.

Nicole “Niki” French is the Customer Service Branch Manager within Civil Rights & Liberties, Ombudsman and Traveler Engagement (CRL/OTE). In her role, Niki serves as the Customer Experience lead for TSA and manages the TSA Contact Center and TSA Cares, which receive over 1.5 million contacts each year. Niki believes that customer experience is core to TSA’s mission—increasing passenger trust and confidence, and strengthening the security of TSA and our nation. 

Niki began her TSA career in 2007 as a Transportation Security Officer at the Manchester-Boston Regional airport, spent five years at the Transportation Security Operation Center within Law Enforcement/Federal Air Marshals, and transitioned to CRLOTE in 2015.

Niki holds a Bachelor’s degree in Administration of Justice and a Master’s degree in International Relations and Homeland Security from Salve Regina University.

Barbara C. Morton assumed her current duties in July 2016 as Deputy Chief Veterans Experience Officer, Veterans Experience Office (VEO), Department of Veterans Affairs (VA). In this role Barbara co-leads VEO, the Secretary’s customer experience (CX) insight engine supporting and enabling the Department in providing the highest quality experiences in the delivery of care, benefits and memorial services to Service members, Veterans, their families, caregivers and survivors. Barbara is responsible for building a lasting CX capability at VA and sharing best practices across sister Federal Agencies, including The Customer Experience Cookbook, which serves as a CX practitioner’s guide to stand up and mature customer experience capabilities in government. She is a recipient of the 2022 Samuel J. Heyman Service to America Award for Management Excellence, 2021 Service to the Citizen Award for Government Executive of the Year, 2019 Service to the Citizen Award and the 2019 Gears of Government President’s Award for her role in transforming VA’s capabilities to provide Veterans with an excellent customer experience.

Barbara joined VA in 2006 as a Staff Attorney at the Board of Veterans’ Appeals (Board). She served the Board in a variety of other capacities to include Special Counsel to the Appellate Group, Special Assistant to the Vice Chairman, Executive Assistant to the Chairman, and Executive Director for the Office of Management, Planning and Analysis. While at the Board, Barbara stood up and led the Board’s Appeals Modernization OIT efforts, which included securing industry technologists from United States Digital Service to develop and launch new appeals platforms.

A native of Massachusetts, Barbara attended Skidmore College in Saratoga Springs, NY, earning a degree in psychology and philosophy. After receiving her J.D. from Suffolk University Law School, Barbara completed two clerkships in the New England area and thereafter pursued an LL.M. in constitutional law at Georgetown Law. She has published a variety of law review articles, including two pieces relating to posttraumatic stress disorder.

Camille Tucker serves as GSA’s Acting Chief Customer Officer. In this role, she leads the agency’s Office of Customer Experience focusing solely on improving customer experience and fostering a customer-first mentality.

Most recently, Camille led OCE’s Customer Insights/Voice of the Customer program, responsible for customer research governance and working with GSA teams to generate insights about customer sentiment.

She started her GSA career in FAS’ Employee Relocation Resource Center in 2014 and began working with OCE in 2017.

Prior to joining GSA, Camille worked in disability rights, domestically and internationally. She also served in the Peace Corps in Mozambique.

Camille holds a Master of Public Administration from the Maxwell School at Syracuse University and a Bachelor of Arts from Loyola University Chicago.

LaRel Rogers is the Product Marketing Lead for Okta's Federal business. She spends her days creating cohesive messaging and content to inspire action for safer, responsive, and consistent digital experiences for both the federal workforce and the public community. She also launches additional capabilities to Okta's federal compliance offerings - Okta for Government High (FedRAMP High ATO), Okta for Government Moderate (FedRAMP Moderate ATO), and Okta for US Military (conditional DoD IL4 PA).

Cory is currently the Office of Mission Support Chief Customer Experience Officer for the US EPA and has been with the CX Program for eight years. He oversees a group of seven employees that are implementing a customer experience program focused on internal customer experience around Mission Support Activities. These activities focus on the areas of HR, IT, Facilities, Acquisition, and Grants.

Cory has worked for the EPA for the past 18 years in various capacities including the Agency’s Central Data Exchange and Toxics Release Inventory (TRI) Programs. He has served as an IT project manager, a Regulatory Development Specialist, and a Supervisor.

G joined Granicus in 2022 bringing 25 years of executive leadership in customer experience, success, and support in technology companies, with a track record of designing, building, and delivering world-class experiences serving billions of customers globally. A passionate Diversity, Equity, & Inclusion advocate, G led teams of thousands across 40 geographies. An evangelist and thought leader, he is host of #GPoV on LinkedIn Live, frequent keynote speaker, and advisory board member for CCW – world’s largest customer contact event series. Most recently, G was Microsoft’s Chief Digital and Technology Officer for Customer Experience and Success, responsible for digital-first customer experience, success and support, data and technology across all Microsoft products and customer segments from governments to consumers. Prior, he ran worldwide customer experience and support for Amazon’s Digital Services and Devices.

MaryAnn Monroe is a customer experience executive and program leader with 25+ years of Federal and private sector experience leading organizations in business strategy, organizational change, and technology innovations. She is leading the integration of Maximus Federal’s customer experience (CX) strategy into its culture and business strategy, focusing on the strategic alignment of customers’ needs and expectations. MaryAnn’s focus is working with Maximus’ customers and federal agencies to identify and solve ways to remove pain points in interactions and to set in motion the culture of continuous innovation needed to make fundamental organizational transformations to enhance government services and elevate customer experiences to achieve the highest levels of satisfaction, performance, and outcomes.
 

Before joining Maximus, MaryAnn served as Director of Customer Experience, Chief of Staff, and Director of USAGov Contact Center for Technology Transformation Service within the General Services Administration (GSA), Director of the Cancer Information Service for the National Cancer Institute, National Institutes of Health (NIH), Director of Customer Success (Public Sector) for eGain Corporation and Director of Customer Experience for HighPoint Global.

MaryAnn received the Service to the Citizen CX Trailblazer award in 2019 from Dorris Consulting International (DCI) and is an alumna of the 2016 Partnership for Public Service Excellence in Government Fellowship Program. She holds a bachelor’s degree in Health Science and Policy/Health Administration

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