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November 02, 2023

Federal CX Summit to be Held Virtually November 16

By the Customer Experience Center of Excellence

CX Summit: Delivering impact to customers and building CX capacity in government.

The Customer Experience Center of Excellence (CX CoE) and 18F have partnered with the Customer Experience Community of Practice (CX CoP) to host an inaugural Federal CX Summit on November 16th, 2023. This virtual event will focus on delivering impact to customers and building CX capacity in government.

Speakers from across government will discuss the innovations, trends, and technologies that can be leveraged to enhance CX at federal agencies. Participants will leave prepared to identify the challenges and barriers that prevent government agencies from providing a positive and effective customer experience and to explore ways to overcome these challenges.

Schedule

Registering will give participants access to the full day of programming listed below. However, participants are not required to attend all sessions.

10:40 AM - 10:50 AM Eastern: Opening Keynote

  • Amira Boland, CX lead, Office of Management and Budget

10:50 AM - 11:30 AM Eastern: Panel, Developing a Voice of the Customer Program

  • A’ndrea Jones (moderator), Synergy Innovation Lab (iLab), Department of Housing and Urban Development
  • Charlie Thomas, CX Administrator for Trademarks, U.S. Patent and Trademark Office
  • Sylvie Williams, Transformation Officer, Department of Labor

11:40 AM - 12:05 PM Eastern: Reducing Administrative Burden

  • Megan Moser, CX Center of Excellence, GSA Technology Transformation Services
  • Yvette Jenkins, Division Director, IT Compliance & Governance, Department of Homeland Security

12:55 PM - 1:20 PM Eastern: Accessing Accessibility

  • Aviva Oskow, Product Designer, 18F, General Services Administration

1:30 PM - 2:15 PM Eastern: Panel, Trauma Informed Design in Government

  • Rachael Dietkus (moderator), United States Digital Service
  • Gabby Fulco, The Lab Office of Personnel Managment
  • Elyse Voegeli, 18F, GSA Technology Transformation Services
  • Erika Lindsey and Gabby Fulco, The Lab at Office of Personnel Management
  • Julie Strothman, Department of Veterans Affairs

2:30 PM - 2:55 PM Eastern: Usability Testing Everything

  • Jon Rubin, Consumer Financial Protection Bureau

3:05 PM - 3:30 PM Eastern: Making Our Assumptions Visible: Using Data to Support Equitable Service Delivery

  • Sam Powers, United States Digital Service

3:40 PM - 4:20 PM Eastern: Panel, CX Leadership on the Past, Present, and Future of CX in Government

  • Amanda Damewood (moderator), Department of Homeland Security
  • Courtney Kay-Decker, Deputy Chief Taxpayer Experience Officer, Internal Revenue Service
  • Joel Nantais, CX Strategist, Consular Affairs, Department of State
  • Dana Chisnell, Executive Director of CX, OCIO, Department of Homeland Security
  • Andy Lewandowski, Digital Experience Advisor to the Federal CIO, Office of Management and Budget

4:20 PM - 4:30 PM Eastern: Closing Keynote

  • Jennifer Rostami, Director, GSA Technology Transformation Services Consulting

Register to Join

Registration for the summit is required on Zoom. Attendance is open to all Federal employees with a .GOV or .MIL email address. Any Federal employee with an interest in advancing customer experience in government is also welcome to join the CX Community of Practice.

Register on Zoom*

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