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CX Summit 2021

Tuesday, September 14, 2021 - 12:00pm to 5:00pmWednesday, September 15, 2021 - 12:00pm to 5:00pm
Venue Address: 
VIRTUAL
Tuesday, September 14, 2021 - 12:00pm to 5:00pmWednesday, September 15, 2021 - 12:00pm to 5:00pm
2021-09-14 12:00:00 2021-09-15 17:00:00 America/New_York CX Summit 2021 See more details at: https://www.actiac.org/act-iac-event/cx-summit-2021 VIRTUAL, , ,
Venue Address: 
VIRTUAL

Registration Fees: 
Government: $0.00
IAC Members: $295.00
Non-Members: $395.00

Event Details

Overview

Customer Experience:  The Vision of inclusion

Driving diversity, equity and inclusion through customer experience

description

Implementing customer experience (CX) strategies and principles isn't just about making people happy.  CX methodologies and strategies are a disciplined approach that demonstrates a quantifiable impact on outcomes that matter - from achieving the mission to efficiencies through managing the budget, to improving employee engagement, strengthening equity in service delivery and strengthening trust in government.  Government services change the lives of the public we serve.  Trusting those services to serve equally is pivotal.

Over the past five years, federal agencies have made great progress in focusing on improving the experience the government delivers to its customers through CX strategies and practices.  The most important services provided to citizens have been identified as high impact service providers (HISPs).  Many agencies have been establishing chief customer offices and focusing on employee experience as a critical component of CX.

COVID-19 disproportionately affected racial minorities and underrepresented communities.  These communities continue to experience impacts.  With COVID-19, economic recovery and racial equity for Americans who have been underserved and left behind as a priority, a vital strategy to addressing these priorities is through CX practices and strategies.

The President took unprecedented actions during his first week in office to advance equity, which historians have described as one of the most robust efforts to advance racial justice in the first weeks of any new administration.  President Biden signed an Executive Order establishing a whole-of-government initiative to address racial equity and support underserved communities, and redress systemic racism in federal polices, laws, and programs.  It is important for us to think about our vision for this 21st century customer experience and not leave anyone behind.  This two half-day summit focuses on how CX practices and strategies can result in improved services for all.

This Summit is a collaborative effort between ACT-IAC and Dorris Consulting International.

      

objectives

  • Learn how customer experience business strategies and practices can lead to improved equity for government programs
  • Learn how agencies are leveraging CX to address racial equity

 

keynote

Sonny Hashmi, Commissioner, Federal Acquisition Service, General Services Administration (Invited)
Clare Martorana, Federal Chief Information Officer, Office of Management and Budget (Confirmed)
Other keynotes will be named shortly.

presenters

Simchah Suveyke-Bogin, Chief Customer Experience Officer, U.S. Department of Agriculture (Invited)
Amira Boland, Lead, Customer Experience and GEAR Center, Office of Management and Budget, Executive Office of the President (Invited)
Chad Clifford, Executive Director, Grants QSMO, Department of Health and Human Services (Invited)
Andrea Sampanis, Solutions and Services Lead, Granst QSMO, Department of Health and Human Services (Invited)
Gary Washington, Chief Information Officer, U.S. Department of Agriculture (Invited)

Other presenters will be named shortly.

training credits

The individuals who successfully complete this program are eligible for 8 Continuous Learning Points (CLP). 

Individuals seeking CLPs may obtain their CLPs by sending an email request to [email protected].

cancellations

Registration cancellations made on or before August 24, 2021 will receive a refund.  Registration fees are non-refundable starting August 25, 2021.  Substitutions are available at any time for no fee.  Cancellation requests must be submitted in writing to [email protected].  Requests for cancellations will not be accepted by telephone.

Agenda

Agenda - By Date

Tuesday, September 14, 2021

12:00 pm to 12:10 pm
Welcome and Introductory Remarks
12:10 pm to 12:15 pm
Welcome from ACT President

Gary Washington, Chief Information Officer, U.S. Department of Agriculture

12:15 pm to 12:30 pm
Keynote

Amira Boland, Lead, Customer Experience and GEAR Center, Office of Management and Budget, Executive Office of the President

12:30 pm to 12:50 pm
Session: Building Trust in Government

Amira Boland, Lead, Customer Experience and GEAR Center, Office of Management and Budget, Executive Office of the President, Moderator

1:00 pm to 1:10 pm
Ted Talk Presentation

Presenter to be announced shortly.

1:20 pm to 1:50 pm
Session: Strategies to Achieve Diversity, Equity, Inclusion, and Access in Service Delivery

Presenters to be named shortly.

2:00 pm to 2:10 pm
Ted Talk Presentation

Presenter to be name shortly.

2:20 pm to 2:50 pm
Session - Leveraging Data to Achieve Inclusion

Presenters to be named shortly.

3:00 pm to 3:10 pm
Ted Talk Presentation

Presenter to be named shortly

3:20 pm to 4:15 pm
Breakout Sessions

How will the return to work impact EX and CX?  What will the new normal look like?

Breakout Session #1- What is the new normal?

Breakout Session #2 - CX Leadership Report

Breakout Session #3 - Quality Service Management Offices (QSMO)

Chad Clifford, Executive Director, Grants QSMO, Department of Health and Human Services
Andrea Sampanis, Solutions and Services Lead, Grants QSMO, Department of Health and Human Services

Breakout Session #4 - TBD

Facilitators will be named shortly.

4:15 pm to 4:30 pm
Keynote

Wednesday, September 15, 2021

12:00 pm to 12:10 pm
Welcome to Second Day
12:10 pm to 12:30 pm
Keynote

Clare Martorana, Federal Chief Information Officer, Office of Management and Budget

12:35 pm to 12:55 pm
Keynote

Sonny Hashmi, Commissioner, General Services Administration

1:05 pm to 1:35 pm
Session: Leveraging Human Center Design Practices to Design Equitable Services

Presenters to be named shortly.

1:45 pm to 1:55 pm
Ted Talk Presentation

Presenter to be named shortly.

1:55 pm to 2:05 pm
Ted Talk Presentation

Presenter to be named shortly.

2:15 pm to 2:45 pm
Session: Emerging Technologies used with CX

Presenters to be named shortly.

2:55 pm to 3:25 pm
Session: The Impact of EX to CX

Simchah Suveyke-Bogin, Chief Customer Experience Officer, U.S. Department of Agriculture

3:35 pm to 4:05 pm
Session: How Websites Improve Diversity, Equity, Inclusion and Access

Presenters to be named shortly.

4:15 pm to 4:45 pm
Session: The Importance of Contact Centers to Inclusion

Presenters to be named shortly.

4:45 pm to 5:05 pm
Keynote

Keynote to be named shortly.

Chairs

Government Chair: 

  • Barbara Morton, Deputy Chief Veteran Experience Officer, Department of Veteran Affairs

 

Industry Chairs:

  • Lee Becker, Vice President, Solutions Principal, Medallia, Inc.
  • Martha Dorris, Founder of Dorris Consulting International

Sponsors

Diamond Platinum Terabyte SPONSOR:

  

 

 

PLATINUM SPONSORS:

         

 

   

 

  

 

gold sponsor:

   

Privacy Statement and Disclosure

ACT-IAC complies with the requirements of data protection laws and the Privacy Act regarding the collection of personal data from event attendees, how the data will be used and/or if it will be shared.  Please go to https://www.actiac.org/act-iac-privacy-statement for more details on how we comply.  By registering for this event, as has been the practice for years, event sponsors are provided a directory of attendees which they agree not to use for mass marketing purposes.  In addition, by visiting an exhibition booth, just as at past conferences your badge would have been scanned, your basic contact information will be provided to the exhibitor in case follow-up or additional information needs to be shared.