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Customer Experience Best Practices Exchange

Thursday, March 7, 2019 - 9:30AM-12PM EST
Venue Address: 
USDA Headquarters
1400 Independence Ave SW #5071
Washington , DC 20250
Thursday, March 7, 2019 - 9:30AM-12PM EST
2019-03-07 09:30:00 2019-03-07 12:00:00 America/New_York Customer Experience Best Practices Exchange See more details at: https://www.actiac.org/act-iac-customer-experience-march-2019-meeting USDA Headquarters, 1400 Independence Ave SW #5071, Washington, DC
Venue Address: 
USDA Headquarters
1400 Independence Ave SW #5071
Washington , DC 20250

Event Details

Overview

Featured Topic: “CX COI Best Practices Exchange”

To kick off the new year of advancing CX with invigorated interest and policy actions, the ACT-IAC CX Community of Interest will be hosting our first in-person Best Practices Exchange Session. As highlighted in the President’s Management Agenda (PMA) CAP Goal #4, Government services are to seek improvements in order to match the customer service excellence as in private industry. To address this, our COI aims to host companies who boast superior customer experience practices in various industries to come exchange ideas and best practices with Agencies with similar missions. This session invites speakers from QuickenLoans and GeoBlue. We recently had great success in first session web-exchange with Ms. Jeanne Bliss, former Chief Customer Officer at Land’s End, Microsoft, Coldwell Banker, and Allstate. Join our COI in this one of a kind conversation as we kick off an exciting year of programming!

Agenda:
Fireside Chat 1: “Customer Experience in Online Financial and Loan Services”
Moderator: Crystal Philcox, Assistant Commissioner for Enterprise Strategy Management, GSA
Industry Perspective: Shawn Krause, Executive Vice President, QuickenLoans
Government Perspective: Michele Causey, Acting Director of IRS Online Services, and Chad Sheridan, Chief, Service Delivery and Operations

Fireside Chat 2: "Championing CX in Healthcare Benefits and Services”
Moderator: Dominic Sale, Assistant Commissioner for Operations at TTS, GSA
Industry Perspective: Lynn Pina, Chief Marketing Officer, GeoBlue
Government Perspective: William Brady, Associate Deputy Secretary, HHS, and David Maron, Acting Chief of Biostatistics, Veterans Affairs Medical Center (DC)

Location:
USDA Headquarters - Whitten Building
1400 Jefferson Dr SW, Washington, DC 20024
Main Entrance --- (Off of the National Mall)
Press Room 107-A – (To the right of security desk)

Parking is limited. We recommend using the Metro system—Smithsonian – Jefferson Street Exit

Please allow time for security checks and badges. The meeting registration is now closed because the list of attendees has been given to the USDA security desk. If you have a Federal badges/ID and can gain entry into USDA, you can proceed to the meeting room without advance registration.

Schedule:
9:00-9:30 Registration and Opening Remarks
9:30-11:30 Programming
11:30-12:00 Closing Remarks and Networking

Remote participation option will be sent upon registration.