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On Ramp to CX

 
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PDF icon ONRAMP Slides.pdf3.48 MB
 

Abstract

ACT-IAC Customer Experience Community of Interest
On Ramp to CX Workshop
January 28, 2020

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

The session had experts clarify commonly asked questions and information.

Agenda

Introduction CX COI Leadership - David Ellison, Zac Trojak, Charlotte Lee, and John Chang
USDA CX COE Debrief/Welcome Brian Whittaker - Deputy Executive Director, GSA Centers of Excellence + COE 
A1: CX101- Lexicon/HCD Charlotte Lee - Chief Executive Officer,  Kastling Group
Christy Hermansen - Design Lead,  GSA Federal Acquisition Services (FAS) - Office of Integrated Award Environment (IAE)
A2: Governance David Ellison - Deputy Program Officer IT Modernization, SSA
Jacob Parcell - Director, Innovation Portfolio, Technology Transformation Service, GSA
B1: Why is CX Important in Govt Panel Martha Dorris - Founder, Dorris Consulting International
Zac Trojak - Principal, Public Sector
Marcy Jacobs - Associate Partner, McKinsey & Company, former Executive Director, Digital Service, VA
Barbara Morton - Deputy Veteran Experience Officer, VA
Lee Becker- Chief of Staff, Veteran Experience Office, VA
B2: Establish & Mature CX Program Christy Hermansen- Design Lead,  GSA Federal Acquisition Services (FAS) - Office of Integrated Award Environment (IAE)
John Chang – Director of Enterprise Solutions, DOJ/Executive Office of Immigration Review
Wrap-Up Brian Whittaker - Deputy Executive Director, GSA Centers of Excellence
Call for Surveys/Q&A CX COI Leadership
Document Date: 
Jan 28, 2020
 
Author (organization): 
ACT-IAC Customer Experience COI
 
Document type: 
Presentation
 
Interests: 
Customer Experience