Skip to main content

You are here

CX Summit 2020

Wednesday, November 18, 2020 - 8:00am to 12:00pmThursday, November 19, 2020 - 8:00am to 12:00pm
Venue Address: 
VIRTUAL
Wednesday, November 18, 2020 - 8:00am to 12:00pmThursday, November 19, 2020 - 8:00am to 12:00pm
2020-11-18 08:00:00 2020-11-19 12:00:00 America/New_York CX Summit 2020 See more details at: https://www.actiac.org/events/cx-summit-2020 , , ,
Venue Address: 
VIRTUAL

Registration Fees: 

IAC Member: $295
Government: $0.00
Non-Member: $395.00

 

Platinum Sponsors
Platinum Sponsors
Platinum Sponsors
Gold Sponsors

Event Details

Overview

Leading Change in Times of chaos:  turning obstacles into opportunities

 

description

The COVID-19 has been an accelerant for innovation and modernization.  The Federal government impacts nearly every aspect of American life, contributing to the health, safety, security and economic stability of people in America and throughout the world.  Whether it's ensuring the safety of the food we eat and the water we drink, responding to national emergencies, providing benefits for veterans with disabilities, enhancing the safety and reliability of our transportation systems, protecting our borders, defending our nation, issuing warnings on hurricanes, providing guidance on global pandemics and overseeing the treatment and vaccine to eradicate COVID-19, we count on our government to protect us and preserve our way of life.

Over the past several years, the government has focused on modernizing its technical infrastructure through cloud technology, leveraging emerging technologies such as artificial intelligence and robotic process automation, improving the use of open data to improve government services.  COVID-19 has spotlighted the gaps in agencies where progress hadn't happened.  At the same time, it highlighted agencies where those improvements had already been made.

ACT-IAC is pleased to collaborate on this event with Dorris Consulting Inc.

objectives

The objectives of the annual CX Summit are:

  • Share experiences and lessons learned as governments worldwide have delivered services to citizens while ensuring health and safety of their employees
  • Learn from the presentations that everyone is responsible for ensuring that government is future-ready
  • Hear about case examples of where services have been improved
  • Understand how collaboration with Information Technology, Data Officers, and business processes can optimize services

 

keynotes

Dustin Brown, Deputy Associate Director, Office of Performance and Personnel Management, Office of Management and Budget (Invited)
Maria Roat, Deputy Administrator and Deputy Federal Chief Information Officer, Office of E-government and Information Technology, Office off Management and Budget (Invited)

presenters

Simchah Suveyke Bogin, Chief Customer Experience Officer, Department of Agriculture (Invited)
Amira Boland, Lead, Customer Experience and GEAR Center, Office of Performance and Personnel Management, Office of Management and Budget (Invited)
Stephen Buckner, Assistant Director, Communications Directorate, U.S. Census Bureau (Invited)
Kathy Conrad, Director, Digital Government, Accenture Federal Services (Confirmed)
Justin Herman, Global Head of Public Sector, Twilio (Confirmed)
Barbara Morton, Deputy Chief Veteran Experience Officer, Department of Veterans Affairs (Invited)
Rick Parrish, Vice President and Principal Analyst, Forrester (Confirmed)
Robert Shea, National Managing Principal, Public Policy, Grant Thornton Public Sector (Confirmed)
Gary Washington, Chief Information Officer, Department of Agriculture (Invited)
 

training credits

The individuals who successfully complete this program are eligible for 4 Continuous Learning Points (CLP).

Individuals seeking CLPs may obtain their CLPs by sending an email request to training @actiac.org.

cancellations

Registration cancellations made on or before October 29, 2020 will receive a refund.  Registration fees are non-refundable starting October 30, 2020.  Substitutions are available at any time for no fee.  Cancellation requests must be submitted in writing to cmiller@actiac.org.  Requests for cancellations will not be accepted by telephone.

Agenda

Agenda - By Date

Wednesday, November 18, 2020

8:00 am to 8:30 am
Introductory Remarks and Keynote

Where we are Now?  What Happened?

Dustin Brown, Deputy Associate Director, Office of Performance and Personnel Management, Office of Management and Budget Invited)

8:30 am to 9:30 am
Turning A Chaos into Opportunity

Every obstacle is an opportunity waiting to reveal itself.  COVID-19 provided a crisis that required government and industry to "think out of the box" but within the limits of policy and law.  In some instances, it may require that policies be changed.  Agencies had to continue with their day-to-day operations, move employees to work from home (WFH) while delivering services to their customers and the employees that support them.  In this session, we will learn from agencies that have faced these obstacles of COVID-19 to transform services.

Simchah Suveyke Bogin, Chief Customer Experience Officer, Department of Agriculture (Invited)
Barbara Morton, Deputy Chief Veterans Experience Officer, Department of Veterans Affairs (Invited)
Gary Washington, Chief Information Officer, Department of Agriculture (Invited)
Other panelist to be named shortly

9:30 am to 10:15 am
Future of Work - How Employee Experience Drives CX

Working from Home (WFH) required the agency leadership at all levels to ensure the health and safety of their employees while delivering existing and new services.  Employees were and still are faced with working while caring for and teaching their children.  The future workplace requires the effective use of people, process and technology.  Technology, including computers and collaboration platforms were needed along with new practices to work effectively.  Learn how agencies successfully transitioned to WFH and continued meeting their mission.  

Panelist to be named shortly.

10:15 am to 10:30 am
Ted Talk Type Presentation (Topic to be announced)

Rick Parrish, Vice President and Principal Analyst, Forrester (Confirmed)

10:30 am to 11:00 am
BREAK - Visit Partner Pavilion, Resource Center, and Lounge
11:00 am to 11:45 am
End-to-End Digital Services, All the Components of Creating the "Wow" Experience

Whether it’s paying your taxes, obtaining healthcare, understanding and collecting benefits, knowing where and when it’s safe to return to their pre-COVID lives, this pandemic has exposed the need for the public and employees to interact and engage with the government through end-to-end digital services. The public has experienced many new and touchless experiences in their personal lives such as having a telehealth appointment. How can the government leverage these experiences and the way they are conducting business now - keep what works and tweak what doesn't? What are the tactics that allow the government to respond with speed, efficiency and effectiveness?

Panelist to be announced shortly.

11:45 am to 12:00 pm
Ted Talk Type Presentation - Topic to be announced

Presenter to be announced shortly.

12:00 pm to 12:30 pm
Keynote

Keynote to be announced shortly.

Thursday, November 19, 2020

8:00 am to 8:30 am
Keynote

The CX Road Ahead.

Maria Roat, Deputy Administrator and Deputy Federal Chief Information Officer, Office E-government and Information Technology, Office of Management and Budget (Invited)

8:30 am to 9:30 am
Case Studies of Transformed Services Through the Use of Emerging Technologies and/or Policy Changes

Stephen Buckner, Assistant Director, Communications Directorate, U.S. Census Bureau (Invited)
Justin Herman, Global Head of Public Sector, Twilio (Confirmed)

9:30 am to 9:45 am
Ted Talk Type Presentation - Topic to be announced

Presenter to be named shortly

9:45 am to 10:30 am
Breaking Down the Silos in the C-Suite

Agency's ability to move to secure, ubiquitous telework and continue normal operations almost immediately when the pandemic struck requires the C-suite to work together.  Of course, if they already have a collaborative relationship, they are ahead of the game.  If not, how did they forge this relationship to ensure that these critical organizations ensure that they can continue their operations and provide the new services in different ways required by the public.

Panelist to be named shortly.

10:30 am to 11:00 am
BREAK - Visit Partner Pavilion, Resource Center and Lounge
11:00 am to 12:00 pm
How Will the CAP Goal be leveraged to Address the Issues Identified in COVID?

Amira Boland, Lead, Customer Experience and GEAR Center, Office of Performance and Personnel Management, Office of Management and Budget (Invited)

12:00 pm to 12:30 pm
Closing Keynote

Customer Experience Recommendations to the Next Administration

Kathy Conrad, Director, Digital Government, Accenture Federal Services (Confirmed)
Robert Shea, National Managing Principal, Public Policy, Grant Thornton Public Sector (Confirmed)

Chairs

Government Co-Chairs:

Bill Hunt, Chief Enterprise Architect, Office of the Chief Information Officer, U.S. Small Business Administration (Confirmed)
Crystal Philcox, Assistant Commissioner, Office of Enterprise Strategy Management, General Services Administration, Federal Acquisition Service (Confirmed)

Industry Co-Chairs

Martha Dorris, Founder, Dorris Consulting Inc. (DCI)
Charlotte Lee, Chief Executive Officer, Kastling Group

Sponsors

If you would like to sponsor the CX Summit, please contact Carol Miller, cmiller@actiac.org
 

Platinum Sponsors
          

GOLD SPONSOR

MEDIA PARTNERS