Agenda
Times are subject to change.
2:00 PM EDT
Thursday, July 15
The Federal CX Imperative
Elaine Beeman, Civilian Portfolio Lead, Accenture Federal Services
Welcome remarks presented by host, Elaine Beeman.
On Demand
2:03 PM EDT
Thursday, July 15
Welcome to the Business of Experience
Martha Cotton, Global Co-Lead, Fjord
See the research on how the COVID-19 pandemic has reshaped consumer expectations, and how organizations can reorient themselves to meet these new needs.
On Demand
2:14 PM EDT
Thursday, July 15
How Fast Can Government Innovate Service Delivery?
Eric Markow, Director, Web Applications Enterprise Program Management Office, IRS
Michael Miller, Revenue Practice Lead, Accenture Federal Services
Learn how the IRS responded to the unprecedented demands for new programs and services spurred by the pandemic’s economic upheaval, and how their approach can help other agencies innovate quickly.
On Demand
2:30 PM EDT
Thursday, July 15
Streamlining CX with AskUSDA
Simchah Suveyke-Bogin, Chief Customer Experience Officer, Office of Customer Experience, USDA
Terrianne Lord, Salesforce Practice Lead, Accenture Federal Services
Explore how USDA streamlined customer service using a single platform for phone, chat and web inquiries.
On Demand
2:44 PM EDT
Thursday, July 15
Straight Talk on Human-Centered Design
Tim Irvine, Accenture Federal Studio Lead, Accenture Federal Services
Kathy Conrad, Digital Government Lead, Accenture Federal Services
Learn how Accenture Federal Studio’s people-focused approach and new FutureFrame initiative are helping guide long-term service transformation.
On Demand
2:54 PM EDT
Thursday, July 15
Federal Student Aid Digital Customer Care Service - Delivery of the future
Anthony Pinheiro, Managing Director, Accenture Federal Services
Jessica Barrett Simpson, Program Manager, Digital and Customer Care, Federal Student Aid, U.S. Department of Education
Explore how the Office of Federal Student Aid modernized and simplified the customer experience for over 40 million borrowers.
On Demand
3:07 PM EDT
Thursday, July 15
Customer Experience from a Leader Perspective
Barbara Morton, Deputy Chief of the Veterans Experience, Department of Veteran Affairs
Biniam Gebre, Senior Managing Director, Accenture Federal Services
Discover how the U.S. Department of Veterans Affairs put customer experience at the heart of its multiyear effort to build greater trust in the agency.
On Demand
3:22 PM EDT
Thursday, July 15
Final Thoughts
Elaine Beeman, Civilian Portfolio Lead, Accenture Federal Services
A review of the lessons learned and opportunities for further advances in outstanding customer experience.
On Demand