The ROI of Government Experience: What ROI exists for Government CX and how do we measure it?

Moderator: Lee Becker, VP Solutions Principal
Speakers: Josh Rose, Senior Manager, Go-To-Market Strategy
Akash Bose, Senior Manager, Market Intelligence & Value Realization
Martha Dorris, Founder, Dorris Consulting International
Crystal Philcox, Asst Commissioner, Enterprise Strategy Management, Federal Acquisition Service, GSA

What gets measured gets funded. As agencies continue to pursue excellence in their delivery of services, leveraging the strategies and practices used in the business discipline of customer experience (CX) becomes essential. A well-defined CX program highlights the importance of internal experiences critical to delivering on the promise. The government can save millions by reducing duplication and redundancies while providing the public a clear path to information and services, solving their problems and increasing their trust in government. However, to get the funding for these needed skills, processes, and technologies, you need to demonstrate a return on investment. Watch as we show you how to get leadership to buy-in to your CX programs and answer these questions:

• Can you truly measure the ROI of CX?
• Do the benefits of CX outweigh the costs and result in positive ROI?
• How can you make that determination for your organization?

Designing Impactful Experiences: Using the Maze of the Customers' Mind

Moderator: Martha Dorris
President and Founder, Dorris Consulting
Speaker: Lou Carbone, Owner/Founder, Experience Engineering

Lou Carbone is a renowned expert in understanding and leveraging the unconscious clues and signals from customers and employees when designing new experiences. By understanding the unvocalized needs of stakeholders (i.e., citizens, veterans, seniors, employees etc.) you can create government experiences that connect with your customers and employees, making them feel significant and heard. Lou will share his concepts, built on decades of research and experience working with government agencies and private sector industries.

This session will answer these questions and more:

• What does building customer and employee trust have to do with better experiences and cost savings?
• How can AI functionality help your agency interpret customer signals, anticipate needs, and predict behavior to reduce risk?
• How might we see the unseen and hear the unheard?
• What power lies in equitable listening — capturing unstructured data to give voice to the silent majority?

Using Human Centered Design Research Practices to Generate Powerful User Insights

Speaker: Scott Weiss, White House Presidential Innovation Fellow, IDEO Alum

Scott Weiss is a Presidential Innovation Fellow and IDEO alum with an expertise in human centered design and organizational strategy. Scott will discuss how four key design research methods allow you to more holistically understand the various challenges and pain points customers are navigating - ultimately allowing the government to reduce administrative burden, collaborate more cross-functionally, and deliver more reliable services for citizens. Learn how these design research techniques, working in concert with each other, will lead to meaningful social impact, thereby increasing public trust in our Democratic institutions. Following his presentation, we will hear from leaders in the federal government who have demonstrated these practices in the delivery of services.

This panel will present successes using human-centered design practices.

Transform Government with Behavioral Science

Moderator: Lora Allen, Principal CX Advisor, Medallia
Speakers: Wendy Bhagat, Director, Product Marketing and Delivery Group at the U.S. Department of Education, Office of Federal Student Aid
Dan Barrett, Director, Grant Thorton LLC
Amanda Chavez, Director, Customer Experience, NuAxis Innovations
Allison Abbott, Senior Designer & Researcher, United States Digital Service | The White House

What's in the power of a nudge? Government agencies spend millions of dollars each year in effort to support the public everyday and in times of emergency. How are government agencies improving their understanding of how people process information and make decisions, and how agencies can design and administer programs? Government agencies are optimizing performance by leveraging the knowledge of human behavior, like nudges, to improve how they do business with the American people. What can we learn from Agency leadership, like the U.S. Department of Defense, who increased the number of service members enrolled in the Thrift Savings Plan, the federal government’s retirement program, with a nudge?

The Partnership for Public Service recently outlined how government agencies can optimize performance by leveraging the knowledge of human behavior to improve how they do business. Those agencies are producing better results—often quickly and at little cost — one nudge at a time.

These are the questions that will be answered:

• What role does behavioral sciences play, including the nudge, in the design and delivery of exceptional public digital services?
• How does government leadership effectively leverage experts in behavioral sciences?
• How does something seemingly small — like a nudge — become a critical moment that matters?

Creating a Connected Culture in Times of Crisis

Moderator: Nina Bianchi, Senior Director, Solutions Principal, Medallia
Speakers: Sharon Ballard, Director, Office of Internal Management and Planning (NIH|OD)
Mika Cross, Federal Workplace Expert
Mariela Cardona, Principal, Mariela M. Cardona LLC

The next generation of work culture will fuse this customer experience data with real-org employee experience data. Lead by listening. How might we improve the way we communicate and connect to one another during times of uncertainty? In addition to the annual Federal Employee Viewpoint Survey, how are we seeking to understand our employee’s health and wellbeing? It’s challenging to live in a state of ongoing “crisis” and equitable work experiences are more important than ever. The pandemic has impacted our workforce, communities, and families in very different ways. Employees need to feel cared about, from having access to support services during times of need to having a flexible work schedule when issues arise, such as illness or a family emergency. How might we use feedback and more agile processes to co-design policy with our people? Operationalizing empathy begins with equitable listening. The future of a more just and efficient government begins to take shape when we begin reimagining culture from within.

Watch this session where a panel of government and industry leaders discuss:

• Approaches and solutions they are using to create a connected culture during crisis and beyond
• Major issues including returning to work safely, burnout and attrition and their employee’s overall wellness