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Federal Experience Summit

The Qualtrics Federal Experience Summit offers leaders a valuable opportunity to engage with each other on the evolving technology landscape of Customer and Employee Experience. Attendees will gain insights into how to leverage AI and advanced technologies to facilitate government modernization, improve service delivery, address critical workspace needs, and build trust in agency services. Join us to discover how to listen, understand and act on employee and customer feedback to improve experiences – at scale.

Wednesday,
Aug 7

8:00 AM
ET

The Mayflower Hotel
1127 Connecticut Ave NW
Washington, DC 20036


We’ll be offering dedicated Customer Experience and Employee Experience breakout tracks:

  • Our CX track will focus on how to leverage AI and advanced technologies to listen, understand, and act on citizen feedback
  • Our EX track will include a deep dive on how to create a comprehensive Employee Experience program and sustain momentum during inevitable disruptions

Thank you for your interest, registration is now closed.

Agenda

  • Day 1

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!

Featuring

Brian Epley
Department of Commerce

Brian Epley

Chief Information Officer

Brian serves as the Chief Information Officer for the Department of Commerce. Brian was previously at the Department of Energy and assisted in the formation of the office’s strategic direction for the protection and modernization.

Brian serves as the Chief Information Officer for the Department of Commerce. Brian was previously at the Department of Energy and assisted in the formation of the office’s strategic direction for the protection and modernization.

Abena Apau
Department of Agriculture (Invited)

Abena Apau

Customer Experience Officer

Abena has served as the CXO for the USDA’s Farm Production and Conservation Mission area since 2019. In this key role, She leads efforts to assess the effectiveness and efficiency of customer-facing programs, policies, and processes across the FPAC.

Abena has served as the CXO for the USDA’s Farm Production and Conservation Mission area since 2019. In this key role, She leads efforts to assess the effectiveness and efficiency of customer-facing programs, policies, and processes across the FPAC.

Augusto Cangahuala
Department of Health and Human Services The Administration for Children and Families (Invited)

Augusto Cangahuala

Customer Experience Program Manager

Augusto, a 2024 FORUMIT100 award winner, is a renowned innovator in Human-Centered Design, known for his agile approach and impactful campaigns with diverse global audiences.

Augusto, a 2024 FORUMIT100 award winner, is a renowned innovator in Human-Centered Design, known for his agile approach and impactful campaigns with diverse global audiences.

Javier Inclán, Ed.D.,
National Science Foundation Office of Inspector General

Javier Inclán, Ed.D.,

Chief Information Officer, Assistant Inspector General for Management

Dr. Inclán oversees OIG's budget planning, human capital, employee experience, IT operations, training, policy, and administrative support services, and serves as Director of the Council of Inspectors General on Integrity and Efficiency.

Dr. Inclán oversees OIG's budget planning, human capital, employee experience, IT operations, training, policy, and administrative support services, and serves as Director of the Council of Inspectors General on Integrity and Efficiency.

Matt Garber
Department of the Treasury

Matt Garber

Deputy Assistant Secretary

Matt manages the federal government's cash management, debt financing, and investments policies, collaborating with the Bureau of the Fiscal Service for executive oversight.

Matt manages the federal government's cash management, debt financing, and investments policies, collaborating with the Bureau of the Fiscal Service for executive oversight.

Tony Nguyen
Department of Housing and Urban Development

Tony Nguyen

Chief Performance Officer

Nhien Tony Nguyen, a 22-year federal government veteran, leads human capital management reforms and serves as CPO, fostering a strong performance culture across HUD.

Nhien Tony Nguyen, a 22-year federal government veteran, leads human capital management reforms and serves as CPO, fostering a strong performance culture across HUD.

Randi Allen
Department of the Navy

Randi Allen

Survey Program Manager

Ms. Allen leads the Survey Program Manager for the Department of the Navy, overseeing administration and analysis of federal surveys on HR services and employee work-life experiences.

Ms. Allen leads the Survey Program Manager for the Department of the Navy, overseeing administration and analysis of federal surveys on HR services and employee work-life experiences.

Ronjon “Ron” Ray
Fannie Mae

Ronjon “Ron” Ray

Director - Customer & Partner Management

Ronjon Ray leads an innovation and loss mitigation team for Fannie Mae's Single Family Business, using Qualtrics XM Discover for data-driven insights and conversational analytics.

Ronjon Ray leads an innovation and loss mitigation team for Fannie Mae's Single Family Business, using Qualtrics XM Discover for data-driven insights and conversational analytics.

Mary Herrmann
U.S. Citizen and Immigration Services (Invited)

Mary Herrmann

Chief Public Services Division External Affairs Directorate

Mary Herrmann, former USCIS Chief of Public Services Division, has over a decade of experience in immigration and citizenship at the Australian Embassy in Washington D.C.

Mary Herrmann, former USCIS Chief of Public Services Division, has over a decade of experience in immigration and citizenship at the Australian Embassy in Washington D.C.

Gary Washington
Department of Agriculture (Invited)

Gary Washington

Chief Information Officer

Gary Washington, CIO for USDA, collaborates with stakeholders to develop IT strategies and policies, supporting budget formulation, portfolio management, governance, IT operations, and information security.

Gary Washington, CIO for USDA, collaborates with stakeholders to develop IT strategies and policies, supporting budget formulation, portfolio management, governance, IT operations, and information security.

Charles Thomas
USPTO

Charles Thomas

Acting Customer Experience Director in the Office of Public Engagement

Charles Thomas, acting as the Acting Customer Experience Director in USPTO's Office of Public Engagement, is focusing on enhancing customer-centricity, establishing an agency CX governance structure, and fostering organizational growth.

Charles Thomas, acting as the Acting Customer Experience Director in USPTO's Office of Public Engagement, is focusing on enhancing customer-centricity, establishing an agency CX governance structure, and fostering organizational growth.

Register Now

Wednesday,
Aug 7

8:00 AM
ET

The Mayflower Hotel
1127 Connecticut Ave NW
Washington, DC 20036

By registering for this event you agree to allow Qualtrics to share and process your personal data for purposes of follow-up with regard to the content of this event in accordance with our Privacy Statement. This offer is extended to you under the condition that your acceptance does not violate any applicable laws or policies within your organization. If you are unsure whether your acceptance may violate any such laws or policies, we strongly encourage you to seek advice from your ethics or compliance official. For organizations that are unable to accept all or a portion of this complimentary offer, and would like to pay for their own expenses, Qualtrics will provide, upon request, a reasonable market value and an invoice or other suitable payment process. This invitation is non-transferable. Please email events@qualtrics.com with any questions.

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