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ACT-IAC Customer Experience COI Lunch and Learn February 2021

Tuesday, February 16, 2021 - 12PM-1:30PM EST
Venue Address: 
Tuesday, February 16, 2021 - 12PM-1:30PM EST
2021-02-16 12:00:00 2021-02-16 13:30:00 America/New_York ACT-IAC Customer Experience COI Lunch and Learn February 2021 See more details at: VIRTUAL MEETING, , ,
Venue Address: 

Event Details


CX Connect: Lunch and Learn Series
Hosted by the CX COI Leaders: Charlotte Lee, Brian Whittaker, Lee Becker, and Jennifer Hill

The CX Community of Interest is excited to begin our lunch and learn series in line with many new beginnings; a new year, new administration, and updates to guidance for CX. Join the COI’s leadership to discuss preparing for new CX initiatives from where you are, share exciting projects underway, and find opportunities to collaborate with the community. Help us expand the thought-leadership in human centered design, customer experience, and service delivery as part of the Federal Government’s most prominent public-private partnership of CX experts, evangelists, and champions! Attendees should feel free to bring lunch or coffee!


  • Introductions
  • Retrospective of CX Progress - a fireside chat with Amira Boland and Martha Dorris
  • New Chapter, New Ideas - trends based on behavior changes and the possibilities to improve CX. With Charlotte Lee, Brian Whittaker, Crystal Philcox, Bill Hunt, Lee Becker, Keith Thurston, Dan Barrett
  • Connection and Networking



  • Dan Barrett, ‎Director, Grant Thornton Public Sector
  • Lee Becker, Solutions Principal, Medallia
  • Amira Boland, ‎Lead, Federal Customer Experience, Office of Management and Budget
  • Martha Dorris, Founder, Dorris Consulting International
  • Bill Hunt, Chief Enterprise Architect, Small Business Administration
  • Charlotte Lee, CEO, Kastling Group
  • Keith Thurston, Director Strategy Development, incapsulate
  • Crystal Philcox, Deputy Assistant Commissioner, Category Management, Office of Information Technology Category, GSA Federal Acquisition Service
  • Brian Whittaker, Director of Design and Development, Consumer Financial Protection Bureau


The CX COI takes these opportunities to gather the community, and we are excited to virtually see you!