Carahsoft | Government Customer Experience & Engagement Summit - Agenda
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Agenda

Times are subject to change.

8:00 AM EDT Thursday, June 06

9:00 AM EDT Thursday, June 06

Main Stage - Potomac Ballroom 1 & 2

Opening Remarks

5 minutes
Wyn Elder
Wyn Elder
Government Managing Director
Box
Wyn Elder
Wyn Elder
Government Managing Director
Box
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9:05 AM EDT Thursday, June 06

Main Stage - Potomac Ballroom 1 & 2

Building Bridges: Fostering Trust in Government Through Customer Experience

30 minutes

Ensuring public trust in government lies at the core of every agency’s mandate. Amidst a steadfast focus on CX enhancements, agencies are spearheading efforts to reimagine citizen-government interactions. From facilitating veterans support to expediting disaster response, the aim is to establish a more seamless service journey. Agencies have the ability to transcend traditional barriers to foster connections with constituents and rebuild public trust in governmental institutions through CX. This session kicks off the 2024 Government Customer Experience & Engagement Summit with a conversation on cultivating trust and confidence in government institutions through CX.

 

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Catherine Manfre
Catherine Manfre
Chief Transformation Officer
Office of Personnel Management
Natalie Alms
Natalie Alms
Staff Reporter
Nextgov/FCW

Ensuring public trust in government lies at the core of every agency’s mandate. Amidst a steadfast focus on CX enhancements, agencies are spearheading efforts to reimagine citizen-government interactions. From facilitating veterans support to expediting disaster response, the aim is to establish a more seamless service journey. Agencies have the ability to transcend traditional barriers to foster connections with constituents and rebuild public trust in governmental institutions through CX. This session kicks off the 2024 Government Customer Experience & Engagement Summit with a conversation on cultivating trust and confidence in government institutions through CX.

 

Catherine Manfre
Catherine Manfre
Chief Transformation Officer
Office of Personnel Management
Natalie Alms
Natalie Alms
Staff Reporter
Nextgov/FCW
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9:35 AM EDT Thursday, June 06

9:45 AM EDT Thursday, June 06

Breakout Session - Culture Track - Potomac Ballroom 3

Leading the Way

30 minutes

Providing top-of-the-line CX requires more than the right tools. It also requires an organizational culture that builds on mission success and innovation. Creating that type of environment demands leaders who are innovative in their own right. How does the employee experience impact the customer experience? This session explores the connection between the two, the strategies leaders are using to drive these organizational changes, and best practices to put into place.

 

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Ruth Buckley
Ruth Buckley
Deputy Assistant Administrator
USAID
Matt Mandrgoc
Matt Mandrgoc
Head of Public Sector
Zoom
Anna Pettyjohn
Anna Pettyjohn
Executive Vice President, Product & Strategy
GovExec

Providing top-of-the-line CX requires more than the right tools. It also requires an organizational culture that builds on mission success and innovation. Creating that type of environment demands leaders who are innovative in their own right. How does the employee experience impact the customer experience? This session explores the connection between the two, the strategies leaders are using to drive these organizational changes, and best practices to put into place.

 

Ruth Buckley
Ruth Buckley
Deputy Assistant Administrator
USAID
Matt Mandrgoc
Matt Mandrgoc
Head of Public Sector
Zoom
Anna Pettyjohn
Anna Pettyjohn
Executive Vice President, Product & Strategy
GovExec
Read More
9:45 AM EDT Thursday, June 06

Breakout Session - Technology Track - Potomac Ballroom 1 & 2

Automation for Improved CX

30 minutes

As the use of artificial intelligence (AI) emerges with the promise of increasing efficiency and innovation, leaders must identify and implement the solutions that will improve experiences for customers and employees alike. Automation tools, including chatbots, have already revolutionized processes, but with the evolution of AI and machine learning (ML), how can government agencies leverage these technologies to anticipate customer needs, optimize processes, and provide personalized services at scale? This session explores the transformative potential of AI and ML in government CX — and how the technologies can meet evolving constituent expectations with agility and precision.

 

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Nathaniel George Booker
Nathaniel George Booker
Mayor
Maywood, Illinois
Jill Leyden
Jill Leyden
VP of Public Sector Strategy
Qualtrics
Frank Konkel
Frank Konkel
Editor-in-Chief
GovExec

As the use of artificial intelligence (AI) emerges with the promise of increasing efficiency and innovation, leaders must identify and implement the solutions that will improve experiences for customers and employees alike. Automation tools, including chatbots, have already revolutionized processes, but with the evolution of AI and machine learning (ML), how can government agencies leverage these technologies to anticipate customer needs, optimize processes, and provide personalized services at scale? This session explores the transformative potential of AI and ML in government CX — and how the technologies can meet evolving constituent expectations with agility and precision.

 

Nathaniel George Booker
Nathaniel George Booker
Mayor
Maywood, Illinois
Jill Leyden
Jill Leyden
VP of Public Sector Strategy
Qualtrics
Frank Konkel
Frank Konkel
Editor-in-Chief
GovExec
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10:15 AM EDT Thursday, June 06

10:35 AM EDT Thursday, June 06

Breakout Session - Culture Track - Potomac Ballroom 3

Putting Employees at the Heart of Experience

40 minutes

Employee experience (EX) plays a pivotal role in organizational success. Cultivating a positive work environment not only enhances job satisfaction and productivity, but fosters unwavering employee loyalty. In this session, we will explore strategies for providing easy access to essential tools, content, and data, enabling informed decision-making and fueling innovation.

 

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Kimberly Patrick
Kimberly Patrick
Principal Deputy Assistant Administrator for Mission Support
EPA
Peter Gorman
Peter Gorman
Senior Product Manager, MySBA Initiative
Small Business Administration
Shannon Wheeler Roberts
Shannon Wheeler Roberts
Communcations & innovation Program Manager
USCIS
Steven Boberski
Steven Boberski
Public Sector Chief Technology Officer
Genesys
Tanya Chowdhury
Tanya Chowdhury
Global Industry Strategy Manager
Adobe
Anna Pettyjohn
Anna Pettyjohn
Executive Vice President, Product & Strategy
GovExec

Employee experience (EX) plays a pivotal role in organizational success. Cultivating a positive work environment not only enhances job satisfaction and productivity, but fosters unwavering employee loyalty. In this session, we will explore strategies for providing easy access to essential tools, content, and data, enabling informed decision-making and fueling innovation.

 

Kimberly Patrick
Kimberly Patrick
Principal Deputy Assistant Administrator for Mission Support
EPA
Peter Gorman
Peter Gorman
Senior Product Manager, MySBA Initiative
Small Business Administration
Shannon Wheeler Roberts
Shannon Wheeler Roberts
Communcations & innovation Program Manager
USCIS
Steven Boberski
Steven Boberski
Public Sector Chief Technology Officer
Genesys
Tanya Chowdhury
Tanya Chowdhury
Global Industry Strategy Manager
Adobe
Anna Pettyjohn
Anna Pettyjohn
Executive Vice President, Product & Strategy
GovExec
Read More
10:35 AM EDT Thursday, June 06

Breakout Session - Technology Track - Potomac Ballroom 1 & 2

Securing User Satisfaction

40 minutes

Fortifying cybersecurity frameworks to protect citizen data integrity, trust and privacy has increasingly become a priority for government agencies. The challenge is ensuring a seamless balance between robust security measures and user-centric design principles. This session will explore how agencies are elevating government service delivery to new heights of security, trustworthiness, and user satisfaction.

 

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Kimberly Baldwin Sparks
Kimberly Baldwin Sparks
Customer Experience Officer
Social Security Administration
Pam Van Meter
Pam Van Meter
Principal CIAM Specialist
Okta
Frank Konkel
Frank Konkel
Editor-in-Chief
GovExec

Fortifying cybersecurity frameworks to protect citizen data integrity, trust and privacy has increasingly become a priority for government agencies. The challenge is ensuring a seamless balance between robust security measures and user-centric design principles. This session will explore how agencies are elevating government service delivery to new heights of security, trustworthiness, and user satisfaction.

 

Kimberly Baldwin Sparks
Kimberly Baldwin Sparks
Customer Experience Officer
Social Security Administration
Pam Van Meter
Pam Van Meter
Principal CIAM Specialist
Okta
Frank Konkel
Frank Konkel
Editor-in-Chief
GovExec
Read More
11:15 AM EDT Thursday, June 06

11:25 AM EDT Thursday, June 06

Breakout Session - Technology Track - Potomac Ballroom 1 & 2

Data Driven Decision Making

30 minutes

Agencies are increasingly leveraging technology to harness actionable insights, aligning with customer needs. By strategically employing data analytics and performance metrics, leaders can gain invaluable insights, enabling better decision-making, transparency, and trust, ultimately elevating the overall user experience. Join us in this session as we discuss the critical role of data in enhancing CX. 

 

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Savanrith Kong
Savanrith Kong
Senior Advisor, UX Portfolio Management Office
Office of the Deputy CIO for Information Enterprise, Department of Defense
Bob Ainsbury
Bob Ainsbury
Chief Product Officer
Granicus
Susan Rose
Susan Rose
Senior Director of Insights and Content
GovExec

Agencies are increasingly leveraging technology to harness actionable insights, aligning with customer needs. By strategically employing data analytics and performance metrics, leaders can gain invaluable insights, enabling better decision-making, transparency, and trust, ultimately elevating the overall user experience. Join us in this session as we discuss the critical role of data in enhancing CX. 

 

Savanrith Kong
Savanrith Kong
Senior Advisor, UX Portfolio Management Office
Office of the Deputy CIO for Information Enterprise, Department of Defense
Bob Ainsbury
Bob Ainsbury
Chief Product Officer
Granicus
Susan Rose
Susan Rose
Senior Director of Insights and Content
GovExec
Read More
11:25 AM EDT Thursday, June 06

Breakout Session - Culture Track - Potomac Ballroom 3

Strategies for Equity and Resilience in Government

30 minutes

Highlighting the imperative to address disparities in government service delivery, there’s a renewed commitment to equitable programs supporting all citizens. As with an increased interest in AI and machine learning, steps must be taken in leveraging these technologies to ensure they are used responsibly — and do not further contribute to inequities. In this session, experts in CX and citizen engagement discuss strategies for building a more inclusive and resilient government, as well as what considerations to take when thinking about AI.

Andrew Drummond
Andrew Drummond
Director of Accessibility
Maryland Department of Information Technology
Anna Pettyjohn
Anna Pettyjohn
Executive Vice President, Product & Strategy
GovExec

Highlighting the imperative to address disparities in government service delivery, there’s a renewed commitment to equitable programs supporting all citizens. As with an increased interest in AI and machine learning, steps must be taken in leveraging these technologies to ensure they are used responsibly — and do not further contribute to inequities. In this session, experts in CX and citizen engagement discuss strategies for building a more inclusive and resilient government, as well as what considerations to take when thinking about AI.

Andrew Drummond
Andrew Drummond
Director of Accessibility
Maryland Department of Information Technology
Anna Pettyjohn
Anna Pettyjohn
Executive Vice President, Product & Strategy
GovExec
Read More
11:55 AM EDT Thursday, June 06

12:30 PM EDT Thursday, June 06

Breakout Session - Culture Track - Potomac Ballroom 3

Maximizing CX Through Shared Insights

40 minutes

Supporting each other’s CX initiatives through the exchange of customer data, information, tools, and resources has become a priority for government agencies. By fostering inter-agency partnerships, agencies enhance their collective ability to understand and address customer needs more effectively. This session will explore how agencies are leveraging shared insights and resources to optimize CX across government entities, promoting seamless service delivery and improved user satisfaction.

Joshua Lehman
Joshua Lehman
Chief Customer Experience Officer
FDA
Beth Martin
Beth Martin
Digital Services Expert
Office of Personnel Management
Brian Mikkelsen
Brian Mikkelsen
Vice President and General Manager, U.S. Public Sector
Datadog
Anna Pettyjohn
Anna Pettyjohn
Executive Vice President, Product & Strategy
GovExec

Supporting each other’s CX initiatives through the exchange of customer data, information, tools, and resources has become a priority for government agencies. By fostering inter-agency partnerships, agencies enhance their collective ability to understand and address customer needs more effectively. This session will explore how agencies are leveraging shared insights and resources to optimize CX across government entities, promoting seamless service delivery and improved user satisfaction.

Joshua Lehman
Joshua Lehman
Chief Customer Experience Officer
FDA
Beth Martin
Beth Martin
Digital Services Expert
Office of Personnel Management
Brian Mikkelsen
Brian Mikkelsen
Vice President and General Manager, U.S. Public Sector
Datadog
Anna Pettyjohn
Anna Pettyjohn
Executive Vice President, Product & Strategy
GovExec
Read More
12:30 PM EDT Thursday, June 06

Breakout Session - Technology Track - Potomac Ballroom 1 & 2

Investing in Trust

40 minutes

Investing in customer experience has become a priority for the federal government to enhance public trust, satisfaction, and loyalty — all to foster a stronger connections between governments and constituents. Doing so requires investment in the right platforms and technologies to support new CX strategies and practices. Recent federal funding has revolutionized the federal technology space, allowing for modernization like never before.This panel will explore how increased funding has unlocked new opportunities for a new wave of CX.

Jessie Posilkin
Jessie Posilkin
Customer Experience Portfolio Lead
Technology Modernization Fund
Kevin Hoffman
Kevin Hoffman
Director of Design, Office of the CTO
Department of Veterans Affairs
Michael “MJ” Jackson
Michael “MJ” Jackson
Vice President & Global Head of Industries
Docusign
Susan Rose
Susan Rose
Senior Director of Insights and Content
GovExec

Investing in customer experience has become a priority for the federal government to enhance public trust, satisfaction, and loyalty — all to foster a stronger connections between governments and constituents. Doing so requires investment in the right platforms and technologies to support new CX strategies and practices. Recent federal funding has revolutionized the federal technology space, allowing for modernization like never before.This panel will explore how increased funding has unlocked new opportunities for a new wave of CX.

Jessie Posilkin
Jessie Posilkin
Customer Experience Portfolio Lead
Technology Modernization Fund
Kevin Hoffman
Kevin Hoffman
Director of Design, Office of the CTO
Department of Veterans Affairs
Michael “MJ” Jackson
Michael “MJ” Jackson
Vice President & Global Head of Industries
Docusign
Susan Rose
Susan Rose
Senior Director of Insights and Content
GovExec
Read More
1:10 PM EDT Thursday, June 06

1:20 PM EDT Thursday, June 06

Main Stage - Potomac Ballroom 1 & 2

Closing Keynote: Unifying Culture, People, and Technology

30 minutes

Total experience (TX) emphasizes the integration of culture, people, and technology to create seamless and impactful experiences for employees, customers, and users alike. By intertwining these key areas, agencies can foster improved brand loyalty and awareness while breaking down business silos and stimulating innovation. In this closing session, learn how to weave together culture, people, and technology to create seamless and impactful user experiences that leave a lasting impression

John Boerstler
John Boerstler
Chief Veterans Experience Officer
Department of Veterans Affairs
Frank Konkel
Frank Konkel
Editor-in-Chief
GovExec

Total experience (TX) emphasizes the integration of culture, people, and technology to create seamless and impactful experiences for employees, customers, and users alike. By intertwining these key areas, agencies can foster improved brand loyalty and awareness while breaking down business silos and stimulating innovation. In this closing session, learn how to weave together culture, people, and technology to create seamless and impactful user experiences that leave a lasting impression

John Boerstler
John Boerstler
Chief Veterans Experience Officer
Department of Veterans Affairs
Frank Konkel
Frank Konkel
Editor-in-Chief
GovExec
Read More
1:50 PM EDT Thursday, June 06

Main Stage - Potomac Ballroom 1 & 2

Closing Remarks

10 minutes
Kristina Martinez
Kristina Martinez
General Manager, Federal Government LinkedIn Talent Solutions
LinkedIn
Kristina Martinez
Kristina Martinez
General Manager, Federal Government LinkedIn Talent Solutions
LinkedIn
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