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On Ramp to CX (NEW DATE)

Tuesday, January 28, 2020 - 8AM-12PM EST
Venue Address: 
USDA Headquarters - Whitten Building
1400 Jefferson Drive SW Press Room 107-A
Washington , DC
Tuesday, January 28, 2020 - 8AM-12PM EST
2020-01-28 08:00:00 2020-01-28 12:00:00 America/New_York On Ramp to CX (NEW DATE) See more details at: USDA Headquarters - Whitten Building, 1400 Jefferson Drive SW, Washington, DC
Venue Address: 
USDA Headquarters - Whitten Building
1400 Jefferson Drive SW Press Room 107-A
Washington , DC

Event Details


The ACT-IAC Customer Experience (CX) COI will be hosting a CX workshop on January 28, 2020, at USDA.

At the speakers' request, this program is "off the record" and closed to Press.

This interactive workshop will be focused on  providing participants with a practical understanding of CX, its benefits, and how to establish a CX program within your organizations. 

The session will introduce those who are newly interested, engaged, or assigned to CX work to come hear experts clarify commonly asked questions and information.

Though it’s an on-ramp, please consider it a wide invitation for all those who are part of the growing CX community to refresh on the terms, governance, and expert insights on this topic.

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

USDA Headquarters - Whitten Building
1400 Jefferson Dr SW, Washington, DC 20024
Main Entrance --- (Off of the National Mall)

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

Invited Speakers
Lee Becker, Chief of Staff, Veteran Experience Office, VA
John Chang, Director of Enterprise Solutions, DOJ/Executive Office of Immigration Review
Martha Dorris, Founder, Dorris Consulting
David Ellison,  Deputy Program Officer, IT Modernization, Social Security Administration
Christy Hermansen, Design Lead, GSA Federal Acquisition Services (FAS)
Marcy Jacobs, Associate Partner, McKinsey & Company; former Executive Director, Digital Service, VA
Charlotte Lee, Chief Executive Officer, Kastling Group
Barbara Morton, Deputy Veteran Experience Officer, VA
Jacob Parcell, Innovation Portfolio Director, Technology Transformation Service, GSA
Zac Trojak, Principal, Public Sector, Medallia, Inc
Brian Whittaker, Deputy Executive Director, GSA Centers of Excellence


  • Welcome
  • USDA Customer Experience Center of Excellence
  • Customer Experience 101
  • CX Governance
  • Panel: Why is CX Important in Government
  • How to Establish and Mature a CX Program
  • Wrap Up 


Details on agenda and speakers to follow as government speakers are confirmed.