Join the ACT-IAC Customer Experience COI for an insightful session with Forrester Principal Analyst, Judy Weader, as we delve into the critical role of Customer Experience (CX) in government. This event is designed specifically for C-suite executives, CX Leaders, Program/mission Execution Managers, and practitioners who are eager to demonstrate the tangible benefits of the service delivery function within their organizations.
Judy will provide expert insights on effectively measuring and communicating the value of CX initiatives to citizens and leadership, using real-world examples and best practices. Attendees will learn strategies from industry for aligning CX with organizational goals, building a strong business case, and leveraging data to drive cost savings and meaningful impact.
Don't miss this opportunity to learn from one of the leading voices in the field and connect with fellow practitioners dedicated to enhancing the public sector's customer experience.
About the Speaker
Judy's research covers a variety of areas critical to establishing, funding, and scaling the customer experience (CX) function, including CX governance, CX prioritization, the ROI of CX, and CX strategy. Her varied background also extends her coverage into healthcare CX and government CX and EX, as well as evaluations of digital user experiences.
Prior to joining the research team, Judy served as a principal advisor for Forrester’s Customer Experience Council, supporting CX leaders through the building, management, and ongoing improvement of their programs. Before joining Forrester, Judy was with Blue Cross & Blue Shield of Rhode Island, where she built and executed a CX strategy that involved managing voice of the customer, experience optimization, market research, and CX employee education across the enterprise. Judy has had a varied career, including administering and performing risk management for a US Treasury Department/Defense Department smart card program at the Federal Reserve Bank of Boston as well as more than a decade of IT and web infrastructure management at Houghton Mifflin Company, an eBusiness incubator, and various US government institutions.
United States