CX Summit 2024

Every day, the Federal government delivers essential services that shape lives, from pivotal life moments to times of crisis. The government's reach is vast—driving economic prosperity, safeguarding the health and safety of citizens at home and abroad, and ensuring people receive the benefits they’re entitled to. At the heart of this operation are Federal employees, the backbone of these critical services, serving both internal and external customers.

While digital channels are the public’s preferred way to access these services, they’re not the only avenues the government must excel in. If websites and digital tools aren’t designed for ease of use, all service channels—including contact centers and in-person support—become overwhelmed. Many government programs are complex, often requiring agency personnel to navigate multiple systems and databases to provide accurate and timely guidance.

This is where Customer Experience (CX) strategies come into play. Designing digital experiences with CX at the core ensures that the government understands who its customers are, what they need, and whether those needs are being met. CX isn’t just a buzzword—without a customer-centric approach to modernization, agencies risk squandering taxpayer dollars and creating programs that miss the mark.

The key is delivering simple, seamless, and secure digital experiences that put customers and employees at the center of service design. This approach drives mission success and enhances service delivery across all channels.

In this summit, we'll dive deep into the concept of Total Experience, covering Digital Experience (DX), Customer Experience (CX), and Employee Experience (EX). We’ll explore how to anticipate the future with emerging technologies, leverage data for smarter decisions, measure service delivery success, and boost the adoption of digital services. Plus, we'll examine how other service channels—like contact centers, service centers, and social media—can enrich the digital experience.

Join ACT-IAC in collaboration with Dorris Consulting to discover how a Total Experience approach can revolutionize government services and ensure they meet the needs of today’s citizens and employees.

OBJECTIVES:

• Understand how collaboration among the C-Suite is required to meet the needs of customers and employees.
• Learn how excellent federal services build trust in government.
• Hear about the importance of engaged employees that are driven by outstanding employee experience.
• Understand what “digital first” but not “digital only” really means.
• Know the importance of integrating channels to deliver simple, seamless and secure services.
• Learn the importance of operational and customer data in prioritizing improvements for customers.
• Hear about the emerging technologies that have improved service delivery (e.g., biometrics, RPA, AI, etc).