Our inaugural CX Exchange is over, but the tips, tactics and smart insights live on. You can read about and watch the sessions on demand from this 2023 Federal News Network event now.

On Day 1, our speakers focused on the employee experience of the federal workforce. And on Day 2, they talked to the future of customer experience for federal services.

Just click through each day’s agenda below to find the session you want to watch or learn more about. Thanks for stopping by!

Please register using the form on this page or call (202) 895-5023. Once you register, you will have access to the full event.



DAY 1: Reinventing the federal employee experience

1:00 pm - 1:45 pm

NASA's Robert "Bob" Gibbs on creating an out-of-this-world culture

Moderated by Tom Temin

1:45 pm - 2:10 pm

Maximus' MaryAnn Monroe on why good employee CX starts before Day 1

Moderated by Tom Temin

2:10 pm - 2:55 pm

FDA's Josh Lehman on how his agency’s not so different from Zappos — employees come first

Moderated by Jason Miller

2:55 pm - 3:05 pm

HireVue's retired Lt. Gen. Thomas Bostick on recruiting next-generation federal workforce

Moderated by Jory Heckman

3:05 pm - 3:50 pm

State's Shannon Nagy Cazeau, David Tucker on delivering great employee experience worldwide

Moderated by Tom Temin

3:50 pm - 4:00 pm

HP Federal's Matt Barry on 4 trends that will affect the future of federal work

Moderated by Jory Heckman


Robert "Bob" Gibbs

Associate Administrator, Mission Support Directorate


Josh Lehman

Director, Office of Business and Customer Assurance

Food and Drug Administration

Shannon Nagy Cazeau

Director, Office of Policy Coordination, Bureau of Global Talent Management

State Department

David Tucker

Customer Experience Strategist, Bureau of Global Talent Management

State Department

Leilani Martinez

Acting Director, Public Experience Portfolio

General Services Administration

Matt Garber

Chief Customer Officer, Fiscal Service

Treasury Department

Niki French

Customer Service Branch Manager

Transportation Security Administration

Kriste Jordan Smith

Federal Security Director, Dallas Fort Worth International Airport

Transportation Security Administration

MaryAnn Monroe

Senior Director, Total Experience Solutions and Services


Retired Lt. Gen. Thomas Bostick

Board Advisor


Matt Barry

Chief Operating Officer

HP Federal

Sean Frazier

Federal Chief Security Officer


Charlotte Lee

Strategic Lead for CX and Innovation



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