Over the last three years, customer experience went from buzzword to reality. What’s next? How are agencies elevating the total experience, both for the public and for federal employees?

Agencies have taken the executive order issued by President Joe Biden in December 2021 to heart. Nearly every agency large and small has a chief experience officer. And there’s a continual drumbeat of new and expanded digital service offerings.

We invite you to join us for the Federal News Network CX Exchange, presented by Maximus, an exclusive two-day event April 23 and 24.

You will hear from tech leaders across government and industry as they share tips, tactics and insights:

  • How do agencies continue to elevate these experiences?
  • How do they take advantage of data that expanded digital services provide to continually improve service but also missions themselves?
  • How do they build in the resiliency to maintain services that in some cases can suffer no downtime?
  • How do agencies ensure the security of transactions that take place digitally along with the personally identifiable information that those transactions often involve?

For our second annual CX Exchange, we will explore how agencies are embedding CX into their missions. We will look at how the cross-agency life experiences teams and high impact service providers are reshaping the way the public interacts with and receives services from the government. We also will highlight how leaning into technology helps agencies simplify and improve digital services for both citizens and employees.

Register today to save the date on your calendar and receive updates!

Agenda

Day
01
Day
02
1:00 pm - 1:30 pm

Federal keynote: SSA Commissioner Martin O'Malley on CX for the masses

Moderated by Jason Miller

Martin O'Malley of SSA
1:30 pm - 2:00 pm

Industry insight: Maximus' MaryAnn Monroe on scaling CX

Moderated by Jason Miller

MaryAnn Monroe of Maximus
2:00 pm - 2:30 pm

Federal keynote: DCSA's Mark Pekrul on bringing more transparency to clearance process

Moderated by Justin Doubleday

Mark Pekrul of DCSA
2:30 pm - 2:45 pm

Industry insight: Adobe's Nancy Newell on meeting customers where they are

Moderated by Jory Heckman

Headshot Nancy Newell
2:45 pm - 3:30 pm

Federal keynote: 'Recovering from a Disaster' – a Life Experience panel

Moderated by Jory Heckman
Featuring HUD's Joe Carter and ACF's Natalie Grant

Joe Carter of HUD Natalie Grant of ACF
3:30 pm - 3:45 pm

Industry insight: Verizon's David Werner on infusing AI into digital experiences

Moderated by Jason Miller

David Werner of Verizon
3:45 pm - 4:30 pm

Federal keynote: DoD's Tashona Beale on modernizing services that support Fourth Estate agencies

Moderated by Anastasia Obis

Tashona Beale of DoD Washington Headquarter Services

By providing your contact information to us, you agree: (i) to receive promotional and/or news alerts via email from Federal News Network and our third party partners, (ii) that we may share your information with our third party partners who provide products and services that may be of interest to you and (iii) that you are not located within the European Economic Area.

Please register using the form on this page.
Have questions or need help? Visit our Q&A page for answers to common questions or to reach a member of our team.

Speakers

Martin O'Malley of SSA

Martin O'Malley

Commissioner

Social Security Administration

Mark Pekrul of DCSA

Mark Pekrul

Deputy Assistant Director, Customer and Stakeholder Engagement

Defense Counterintelligence and Security Agency

Jay Boerstler of Veterans Affairs Department

John Boerstler

Chief Veterans Experience Officer

Veterans Affairs Department
 

Joe Carter of HUD

Joe Carter

Customer Experience Strategist

Housing and Urban Development Department
 

Natalie Grant of ACF

Natalie Grant

Director, Office of Human Services Emergency Preparedness and Response

ACF

Michael Anthony of NTSB

Michael Anthony

Chief Information Officer

National Transportation Safety Board

Andrea Gibbons of AmeriCorps

Andrea Gibbons

Chief Data Officer

AmeriCorps

Linda Southcott of AmeriCorps

Linda Southcott

Chief Modernization Officer

AmeriCorps

Tashona Beale of DoD Washington Headquarter Services

Tashona Beale

Chief Experience Strategist, Washington Headquarters Services

Defense Department

Petra Alfred of Navy

Petra Alfred

Director, Customer Experience

PEO Manpower, Logistics and Business Solutions, Navy

MaryAnn Monroe of Maximus

MaryAnn Monroe

Vice President, Total Experience Solutions and Services

Maximus

David Werner of Verizon

David Werner

Senior Client Partner, Connected Experience Solutions

Verizon

Michael Roe HCL Software Headshot

Michael Roe

Product Manager

HCLSoftware

Headshot Nancy Newell

Nancy Newell

Head of Strategic Alliances and Marketing Experiences, Public Sector

Adobe

Sponsors

By providing your contact information to us, you agree: (i) to receive promotional and/or news alerts via email from Federal News Network and our third party partners, (ii) that we may share your information with our third party partners who provide products and services that may be of interest to you and (iii) that you are not located within the European Economic Area.