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2017 CX Summit

Wednesday, April 5, 2017 - 7:30AM-12PM EDT
Venue Address: 
Renaissance Washington
999 Ninth Street NW
Washington , DC 20001
Wednesday, April 5, 2017 - 7:30AM-12PM EDT
2017-04-05 07:30:00 2017-04-05 12:00:00 America/New_York 2017 CX Summit See more details at: Renaissance Washington, 999 Ninth Street NW, Washington, DC
Venue Address: 
Renaissance Washington
999 Ninth Street NW
Washington , DC 20001

Event Details



'Customer Experience: Making A Government that Works for the Citizen'

The third annual CX Summit welcomed close to 200 attendees from over 20 different federal agencies and numerous organizations. An outstanding speaker lineup boasted keynote speakers from Department of Veterans Affairs, McKinsey and Company, and the General Services Administration and several government and industry executives served as panelists and moderators. The full speaker list is below. 

Presentations and Post Event Collateral

Scott Blackburn, Interim Deputy Secretary, Department of Veterans Affairs - Click here for the full "Modernizing VA" presentation 

Mckinsey and Company Articles relevant to presentation:
Improving the customer experience to achieve government-agency goals
Related Press Coverage:
Customer Experience Community of Interest Playbook

Scott Blackburn, Interim Deputy Secretary, Department of Veterans Affairs 
Kevin Youel-Page, Deputy Commissioner, Federal Acquisition Services, General Services Administration 


  • Erik Auguston, Behavioral Scientist/Director Initiative, National Institutes of Health 
  • Dawn Banks, Customer Experience Program Manager, Office of Customer Advocacy, Policy and Portfolio Management, Environmental Protection Agency
  • Michele Bartram, Customer Experience Officer (CXO), U.S. Census Bureau
  • Ayesha Davena, Former Senior Advisor at the Centers for Medicare & Medicaid Services
  • Tony D'Emidio, PartnerMcKinsey & Company
  • Chris Dorobek, Executive Editor, GovLoops' DorobekINSIDER
  • Greg Godbout, CEO and Co-Founder, cbrain North America
  • Justin Herman, General Services Administration 
  • Michelle Lattimore, Director General Client Experience, Canadian Government
  • Alanna McDougallDirector Service Strategy, Canadian Government
  • Anahita Reilly, General Services Administration
  • Rory Schultz, Client Executive, Client Technology Services, Office of the Chief Information Officer, USDA


Scott Blackburn
Executive in Charge, Office of Information and Technology, Veterans Administration
Kevin Youel Page
Kevin Youel Page
Deputy Commissioner, FAS, General Services Administration