Federal Experience Summit

8:00 - 9:00 AM

Check-in + breakfast

9:00 AM - 12:00 PM

Keynotes

Transforming from Within: How the OCIO Can Drive Customer Experience Excellence in Federal Agencies

Explore how the Office of the Chief Information Officer (OCIO) is helping drive transformative customer experience (CX) initiatives across federal agencies through collaboration and inter-agency cooperation. This session will delve into how the OCIO’s innovative approaches to human-centered design are enhancing service delivery for both customers and employees

• Engaging Customers and Stakeholders: The Heart of USCIS's Modernization and CX Goals
  In this engaging fireside chat, we will focus on how USCIS places customers and stakeholders at the center of its Contact Center modernization and customer experience (CX) strategies. We will explore the incorporation of human-centered design principles, ensuring that the needs and perspectives of individuals are prioritized in every decision. Attendees can gain insights into how these efforts align with USCIS's core values of integrity, collaboration, and inclusivity, driving the agency's commitment to enhancing the customer experience for all.
• Future of CX: Innovation, Adaptation, and Alignment
  Explore the future landscape of CX within the Treasury, with a focus on innovation and adaptation to fiscal policy and operations. Discuss how embracing new technologies and adapting CX-centric practices at scale can support the Treasury's mission to promote economic growth and stability.
• Trust in government
  We hear a lot about trust in government. We measure it, we report it - but what is trust exactly? Learn from global thought leader Dr. Benjamin Granger about how trust really works in organizations - its root causes, behavioral manifestations, and misconceptions. With these insights, Dr. Granger will arm you with actions you can take - at scale - to build and sustain trust in your organization. Give your organization the gift of resilience and performance - through trust.

12:00 - 1:00 PM

Lunch buffet

1:00 - 3:30 PM

CX breakout track

Breakout sessions

• Creating impactful federal CX programs
  Gain valuable insights from federal leaders who have successfully established customer experience (CX) programs and learn practical strategies for creating and sustaining effective CX programs within the federal landscape.
• Transforming CX: Harnessing unstructured data and NLP/NLU for business success at Fannie Mae
  Join us for an engaging session with Fannie Mae where Ronjon "Ron" Ray will share their use of multiple data sources (phone calls, emails, chat, and agent notes) to enhance their understanding of customer experience. We will discuss the journey of discovery that they went on to select Qualtrics, the data sources they leverage, their strategic goals for the program, and how applying the same approach to tactical issue quantification has generated quick and measurable success.
• Elevating customer experience: USPTO's commitment to service excellence
  The USPTO Customer Experience Management (CXM) team will lead an engaging fireside chat on transforming service delivery in intellectual property registration. Discover how their innovative omnichannel listening program and strategic customer feedback integration have enhanced the USPTO’s registration and application services. Learn about their mission to bolster the global economy by fostering innovation and entrepreneurship, and hear firsthand how their customer-centric approach is making a meaningful impact for businesses of all sizes.

1:00 - 3:30 PM

EX breakout track

Breakout sessions

• Art of the possible
  We know EX is important - but what does it look like when you do it well? Dr. Ben Granger and Dr. Sydney Heimbrock will walk you through the EX "North Star" - its outcomes, methods and tools. This session sets the stage for you to hear from practitioners about what it looks like when you introduce EX into organizations, and why it matters. You will close out the afternoon with an interactive workshop that helps you identify the next best step you can take to build EX in your organization.
• Organizational disruption and EX
  Disruption is the norm for Federal organizations - and this creates an environment where it can be significantly more difficult to drive steady improvements in employees’ experiences. Yet it is exactly at these moments of disruption that it is critical to open and sustain constant communication with our workforce. How can we leverage EX to navigate the inevitable disruptions we will encounter in our organizations? Hear the stories of federal leaders who have experienced the highs and lows of bringing EX into their agencies. Explore how to sustain the momentum for EX despite - and because - of the complexity of government workplaces.
• Readiness - our Achilles heel
  Large organization leaders tend to focus their attention on operational readiness. Yet as our adversaries know, the most important factor in our nation's strength is our people. No matter where we sit in government, we are dealing with fallout from the rapid erosion of our nation's social capital. To truly assess and strengthen readiness, we must address the "will to fight" - the ability to persevere, which is fundamentally internal to an organization's culture. What would it look like to measure, analyze and act on "will to fight" as a critical driver of our readiness as a government?
• Your next best step
  This facilitated workshop session will give participants the opportunity to identify where they are today in the journey to optimal EX, and to learn from their peers to identify the next best step on their EX journey.

3:30 - 5:00 PM

Networking reception

Session Description

Continue the conversation over cocktails, passed hors d'oeuvres, and a complimentary headshot photographer!