XM Knowledge Base
EVENT
Optimizing government experience: How to design and deliver
digital government
MARCH 19, 2024 // 8:30 AM - 2:00 PM CT
Austin, TX
Join Qualtrics for a half-day community session where you’ll hear from former and current government practitioners and customer experience (CX) leaders about what it takes to design and deliver digital government. Our speakers are at different maturity stages in their CX journey and will share their approach to building CX in government, and prioritizing CX in their organizations. We’ll end with a hands-on training session on how to create a customer journey map.
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You’ll learn:
- How to think about your services from a customer’s point of view
- How to map their experience and identify the moments that matter
Agenda:
8:30 – 9:00 AM CT // Check-in
9:00 – 9:15 AM CT // Welcome remarks
9:15 – 10:00 AM CT // Optimizing government experience – it can be better!
Around the country, state and local governments are beginning to look at the people they serve as customers and prioritizing experience as a key outcome. In this session, you’ll hear what CX in government looks like – and why it matters. Leaders from the Department of Information Resources will share why DIR has prioritized CX, and what its vision for the state is.
10:00 – 10:45 AM CT // Building customer experience in government: Stories from first steps to advancing CX
Hear from customers at different points in their CX maturity. Some are just getting started and focused on operational improvements that drive efficiency. Others are obsessing over how to improve program satisfaction. At their core, all of these programs come down to one thing: how can we improve government to make it better for the people we serve and the employees who power our organizations?
10:45 AM – 12:15 PM CT // Workshop: Create a customer journey map
Join us for a hands-on training session where we will create a customer journey map. You will learn how to think about your services from a customer’s point of view, how to logically map their experience, and how to identify the moments that matter for CX program design.
12:15 – 12:30 PM CT // Closing remarks
12:30 – 1:30 PM CT // Networking lunch
Location:
Omni Austin Hotel Downtown, Pennybacker Room | 700 San Jacinto Street, Austin, TX 78701
Featuring:
- Endi Silva, Chief Experience Officer, Texas Department of Information Resources
- Sue Atkinson, Senior Manager, Customer Engagement, Texas Department of Information Resources
- Bonnie Glendinning, Brand and CX Program Manager, Texas Department of Information Resources
- Michelle Banks, Director, Office of Public Engagement, Railroad Commission of Texas
- Arnold Santayana, Senior Manager, Customer Experience, CPS Energy
- Hannah Burn, Industry Advisor, State and Local Government, Qualtrics
- Crosby Burns, Value Advisor, Government, Qualtrics
time
8:30 AM – 2:00 PM CT
location
Omni Austin Hotel Downtown, Pennybacker Room | 700 San Jacinto Street, Austin, TX 78701