Agenda
Times are subject to change.
Welcome Address
Welcome to the Carahsoft Government Customer Experience & Engagement Summit!
Welcome to the Carahsoft Government Customer Experience & Engagement Summit!
Constance Sayers
PresidentGovExec
Program Introduction
Brian Chidester
Head of Global Strategy & Innovation for Public SectorAdobe
Main Stage - Potomac Ballroom 1 & 2
Opening Keynote: Increasing Government Efficiency with CX
In our opening keynote, explore the role of CX in increasing government efficiency. Gain actionable insights on how a focus on user engagement and service delivery can help agencies achieve mission success.
In our opening keynote, explore the role of CX in increasing government efficiency. Gain actionable insights on how a focus on user engagement and service delivery can help agencies achieve mission success.
Breakout Session - Culture Track - Potomac Ballroom 3
Culture Track Kickoff
James Kohler
Director, FederalFigma
Breakout Session - Technology Track - Potomac Ballroom 1 & 2
Technology Track Kickoff
Eric Kirby
Senior Account ExecutiveLiferay
Breakout Session - Culture Track - Potomac Ballroom 3
Harnessing Your Inner Leader: Empowering a CX Culture
During this session, explore the critical role of leadership in driving cultural transformation, empowering teams, and embedding CX principles into every aspect of government operations.
During this session, explore the critical role of leadership in driving cultural transformation, empowering teams, and embedding CX principles into every aspect of government operations.
Amanda Chavez
Vice President of Customer ExperienceQualtrics
Anna Pettyjohn
EVP, Product & StrategyGovExec
Breakout Session - Technology Track - Potomac Ballroom 1 & 2
Leveraging Automation and Analytics to Enhance CX
Artificial intelligence is reshaping how government agencies interact with constituents. Learn how agencies are using AI-powered tools to anticipate needs, accelerate response times, and foster meaningful connections with citizens.
Artificial intelligence is reshaping how government agencies interact with constituents. Learn how agencies are using AI-powered tools to anticipate needs, accelerate response times, and foster meaningful connections with citizens.
Don Bauer
Chief Technology Officer, Office of Technology ServicesDepartment of State
Manny Medrano
Director, Office of Cyber Monitoring and Operations, Bureau of Diplomatic SecurityDepartment of State
Angy Peterson
Vice President for Experience ServicesGranicus
Heather Kuldell-Ware
Former Editor-in-ChiefGovExec
Breakout Session - Technology Track - Potomac Ballroom 1 & 2
Cloud-Powered Customer Experience
Explore how cloud technology is revolutionizing customer experience by enabling seamless, scalable, and secure interactions.
Explore how cloud technology is revolutionizing customer experience by enabling seamless, scalable, and secure interactions.
Webster Mulbah
CDOCity of Baltimore, MD
Kaitlin Klaum
Senior Team ManagerBox
Heather Kuldell-Ware
Former Editor-in-ChiefGovExec
Breakout Session - Culture Track - Potomac Ballroom 3
The Employee Experience: A Foundation for CX
During this session, explore how improving the employee experience—through better tools, processes, and support—can directly enhance service delivery and customer satisfaction.
During this session, explore how improving the employee experience—through better tools, processes, and support—can directly enhance service delivery and customer satisfaction.
Karl Hermann
Manager, Solutions Engineering, SLED & Federal GovernmentZoom
Renesha Miles
Chief Equity OfficerCharles County, MD
Colt Whitall
Managing Partner & Founder, Bravo17Former CXO, Department of Air Force
Anna Pettyjohn
EVP, Product & StrategyGovExec
Breakout Session - Technology Track - Potomac Ballroom 1 & 2
Data Analytics: Turning Insights Into Impact
How can you unlock the power of data to drive transformative customer experiences? This session will focus on how data analytics can uncover key insights, optimize decision-making, and enable agencies to deliver tailored, impactful services.
How can you unlock the power of data to drive transformative customer experiences? This session will focus on how data analytics can uncover key insights, optimize decision-making, and enable agencies to deliver tailored, impactful services.
Trang Tran
Deputy CDOCBP
Dan Allen
Global Head, Customer Success - Digital & Security SolutionsHP
Heather Kuldell-Ware
Former Editor-in-ChiefGovExec
Breakout Session - Culture Track - Potomac Ballroom 3
Creating a Customer-First Culture
Learn how to build a culture that puts customers at the center of every decision. Explore strategies for fostering organizational alignment and driving a customer-first mindset within your organization.
Learn how to build a culture that puts customers at the center of every decision. Explore strategies for fostering organizational alignment and driving a customer-first mindset within your organization.
Marcy Katz Jacobs
Chief Digital Experience OfficerState of Maryland
Dwight Chamberlain
Area Vice President, State & Local Government and Higher Education SalesDocusign
Anna Pettyjohn
EVP, Product & StrategyGovExec
Breakout Session - Culture Track - Potomac Ballroom 3
Overcoming Organizational Silos
It's crucial to break down barriers to improve collaboration and efficiency. This session focuses on strategies for bridging silos and enhancing cross-departmental communication.
It's crucial to break down barriers to improve collaboration and efficiency. This session focuses on strategies for bridging silos and enhancing cross-departmental communication.
Alana M. Burman
Director of Policy, Intergovernmental Affairs, & MediationPennsylvania Human Relations Commission
Jamison Braun
Vice President, Global Public SectorSalesforce
Anna Pettyjohn
EVP, Product & StrategyGovExec
Breakout Session - Technology Track - Potomac Ballroom 1 & 2
Balancing CX With Cybersecurity
How can you deliver seamless, user-friendly experiences without compromising security? Hear from experts addressing the challenges of balancing robust cybersecurity measures with intuitive and accessible customer interactions.
How can you deliver seamless, user-friendly experiences without compromising security? Hear from experts addressing the challenges of balancing robust cybersecurity measures with intuitive and accessible customer interactions.
Densmore Bartly
CISOU.S. House of Representatives
Steven Boberski
Public Sector Chief Technology OfficerGenesys
Heather Kuldell-Ware
Former Editor-in-ChiefGovExec
Main Stage - Potomac Ballroom 1 & 2
Program Recap
Brett Mikoy
Senior Account DirectorLinkedIn for Government
Main Stage - Potomac Ballroom 1 & 2
The Future of Government CX
Join a CX expert for a fireside chat on the evolution of government customer experience. Explore emerging trends, innovative technologies, and the transformative potential of CX in shaping the future of public service.
Join a CX expert for a fireside chat on the evolution of government customer experience. Explore emerging trends, innovative technologies, and the transformative potential of CX in shaping the future of public service.
Barbara C. Morton
Deputy Chief Veterans Experience Officer, Veterans Experience Office (VEO)Department of Veterans Affairs
Constance Sayers
PresidentGovExec
Main Stage - Potomac Ballroom 1 & 2
Improving Government CX in Uncertain Times
Judy Weader
Principal AnalystForrester Research
Main Stage - Potomac Ballroom 1 & 2
Closing Remarks
Thank you for attending the 2025 Carahsoft Government Customer Experience & Engagement Summit!
Thank you for attending the 2025 Carahsoft Government Customer Experience & Engagement Summit!
Constance Sayers
PresidentGovExec