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Multi-Vendor Event

Government Customer Experience & Engagement Summit


Event Date: June 22, 2022
Hosted By: FCW & Carahsoft
Thank you for your interest in our Government Customer Experience & Engagement Summit!

The event brought together Federal, State, and Local government CX leaders and industry experts who discussed digital transformation initiatives and best practices that can shape and improve customer experience, constituent engagement, and government service delivery.

You can watch all the sessions on-demand, as well as access relevant CX resources, like eBooks, guides, white papers, and more from our event sponsors.

Sessions:

Moving Needles: Operationalizing Customer Experience (CX) in Government
Now, more than ever, government agencies must get customer experience—service delivery to the public and within their agency—right. Some agencies do this better than others. Some excel at it. Why has CX become so important and where is it going?
  • Tom Guarini, AVP, Delphix (opening remarks)
  • Barbara Morton, Deputy Chief Veterans Experience Officer, U.S. Department of Veterans Affairs

Personalization in Government: Build Trust with Omni-Channel Experiences
The right information, the right service, the right time. Omni-channel experiences use modern technology to create simple, seamless, secure, and scalable experiences that connect citizens with what they’re looking for when they need it most. Personalization in government leverages data and insights, dynamic content across web, mobile, and apps, intelligent forms, and personalized and automated communication to build trust in government service delivery and strengthen and empower the workforce.
  • Nancy McNee Newell, Head of Marketing Experiences, Adobe 

How CX Executive Order Changes Things
Last December, the White House put a priority on CX as part of the federal management agenda, elevating sustained, cross-government service delivery processes. The objective has broad aims, from improving customer-facing services, to modernizing and improving systems and reducing administrative burdens.
  • Jonathan Alboum, Federal CTO & Principal Digital Strategist, ServiceNow
  • Steven Boberski, Business Development Executive, Genesys
  • Jessie Posilkin, Customer Experience Portfolio Lead, Technology Modernization Fund, U.S. General Services Administration

CX Cultural Literacy
How can federal agencies set the tone not only to implement technologies that improve CX, but also foster a workforce culture that can leverage it best? In other words, how are agencies training and implementing workforce to deliver effective CX across multiple networks, capabilities, and operations serving internal and external customers?
  • Mike Rupert, Associate Chief Technology Officer for Customer Experience, Washington, D.C.
  • Mia Jordan, Digital Transformation Executive, Public Sector, Salesforce
  • Ms. Anne Armstrong, VP, Strategic Alliances, GovExec 360

GOV Experience Beyond the Survey
Government has realized the need for superior customer experience as a core strategy in fulfilling its collective missions. The importance of experience has been underscored by recent Executive Orders, and is a common theme in the recent Biden Admin’s PMA. The “What” and "Where" to focus on to improve that experience is clearly defined. However, the mechanics of “How” we improve Experience at scale comes with massive disruption across the entire Govt ecosystem and community. How can we achieve innovation and transformation through an Experience-Centric lens without significant disruption?
  • Billy Biggs, VP - Public Sector, Walkme, Inc

Data is Fundamental
Data is the lifeblood of CX goals, including tapping diversity, inclusion, accessibility, for customers, as well as setting a path for the organization. Managing data from customer interactions can improve future performance and set a more effective course for services.
  • Evan Albert, Director of Measurement and Data Analytics, Veteran Experience Office, Enterprise Measurement and Design, U.S. Department of Veterans Affairs
  • Taka Ariga, Chief Data Scientist and Director of the Innovation Lab, Government Accountability Office
  • Charlotte Lee, Strategic Lead, CX and Innovation, Granicus
  • Tiffany Smith, Manager, Public Sector Solutions, Sprinklr
  • Pat McLoughlin, Chief Data Officer, Maryland 

Improved Choice and Access in Taxes to Improve Trust in Government
Robert Wen, ReleaseTEAM Consultant, Atlassian Certified Expert, SAFe trainer, Atlassian (opening remarks)
  • Ken Corbin, Commissioner, Wage and Investment Division and Chief Taxpayer Experience Officer, Internal Revenue Service

Frictionless Fraud Prevention: Stopping Fraud Without Adding Friction to the Customer Experience
Cutting-edge identity proofing technologies are needed by agencies for accurately identifying users while reducing the fraud footprint. From multi-modal biometrics to liveness detection and anti-spoofing, this discussion is informative for strategists and technologists alike. If fraud is a concern in your organization, watch now.
  • Stuart Wells, CTO, Jumio

It’s All in the Acquisition
Acquisition can be the foundation of good CX. Incorporating CX processes and user input into the buying process can yield focused, effective acquisitions that fit into agency goals.
  • Stephen Ellis, Government Solutions Lead, Zoom
  • Holly Joers, Program Executive Officer, Defense Healthcare Management Systems 

The Path to Optimal CX
Agencies have to multi-task to get to efficient and effective CX, including managing digital services across multiple delivery channels and increasing self-service options across those channels. What’s the best path?
  • Russell Brodsky, Regional Vice President, Government Sales, Nuance
  • Fred Butler, Account Executive, DocuSign
  • Vanetta Pledger, Chief Information Officer and Director of Information Technology Services, City of Alexandria

Delight and Amaze Government Customers with Document Generation and Contract Management
Whether you have hundreds, thousands, or millions of constituents to serve, you also have a staff that’s only a fraction of that number, meaning increased efficiency can be a difference-maker. Two areas that are ripe for improvement in many government agencies and departments are documents generation and contract management. And when those areas are augmented with automation, the results are improved citizen, customer, and vendor satisfaction. This session explores how to get started today with document generation and contract management.
  • Cesar del Aguila, Public Sector Director, Conga

Closing Government Panel
The pandemic has only underscored the importance of CX, showing that effective services and processes serve not only agencies’ missions, but also the public. Moving ahead, how can agencies use the past two years’ experiences to shape their CX efforts.
  • Clare Martorana, Federal Chief Information Officer, Office of Management and Budget, Executive Office of the President
  • Mina Hsiang, Administrator, U.S. Digital Service
  • Raylene Yung, Executive Director of the Technology Modernization Fund, U.S. General Services Administration
  • Rusty James, Director Channel Sales, ABBYY (closing remarks)

Resources


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Solutions Brief

Enhancing the Public Sector’s Cyber Resiliency Strategy

Explore Veritas's cutting-edge solutions for enhancing the cyber resiliency of state and local government agencies. From cloud-optimized data protection to multicloud optimization and SaaS backup services, discover how Veritas addresses the rising threat of cyberattacks, providing autonomous operation, cost optimization, and high availability in a rapidly evolving digital landscape.


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