CXDC 2016
| Date: | 12-Sep-16 to 12-Sep-16 |
| Location: | W Washington DC / United States |
| Category: | Non-Profit & Government Conferences & Trade Fairs |
Join us to learn how to overcome the unique obstacles that government agencies face in improving CX and deliver experiences that drive customer compliance and engagement.
CXDC 2016 will leverage Forrester’s deep research and frontline knowledge as well as feature a select faculty of CX leaders and practitioners from 18F, the Office of Personnel Management, U.S. Customs and Border Protection, U.S. Department of Veterans Affairs, USDHS/FEMA, the United States Postal Service, and more. This new, one-day Forrester Forum includes sessions on:
Customer Understanding. Federal agencies must base their CX work on a real understanding of their customers, not guesses and excuses. Attendees will discover powerful, practical techniques that help leading agencies create experiences that make sense for customers' real lives.
Design Thinking. Design isn't just about graphic arts — it's about building CX processes that fulfill the needs of both customers and internal stakeholders. Attendees will learn how cutting-edge design techniques can help their agencies improve CX faster and more efficiently.
Measurement & Metrics. Federal agencies' fragmentary CX measurement efforts don't provide the insight decision-makers need to understand how to fix key customer pain points and track improvement. Attendees will find out what to measure and how to turn these insights into effective CX action.
Leadership & Culture. CX improvement needs commitment from both senior executives and the rank-and-file. Attendees will discover how to break through entrenched organizations and outdated cultures to earn cooperation from CX stakeholders throughout their agencies.
CXDC 2016 will leverage Forrester’s deep research and frontline knowledge as well as feature a select faculty of CX leaders and practitioners from 18F, the Office of Personnel Management, U.S. Customs and Border Protection, U.S. Department of Veterans Affairs, USDHS/FEMA, the United States Postal Service, and more. This new, one-day Forrester Forum includes sessions on:
Customer Understanding. Federal agencies must base their CX work on a real understanding of their customers, not guesses and excuses. Attendees will discover powerful, practical techniques that help leading agencies create experiences that make sense for customers' real lives.
Design Thinking. Design isn't just about graphic arts — it's about building CX processes that fulfill the needs of both customers and internal stakeholders. Attendees will learn how cutting-edge design techniques can help their agencies improve CX faster and more efficiently.
Measurement & Metrics. Federal agencies' fragmentary CX measurement efforts don't provide the insight decision-makers need to understand how to fix key customer pain points and track improvement. Attendees will find out what to measure and how to turn these insights into effective CX action.
Leadership & Culture. CX improvement needs commitment from both senior executives and the rank-and-file. Attendees will discover how to break through entrenched organizations and outdated cultures to earn cooperation from CX stakeholders throughout their agencies.
Exhibitors
Rick Parrish, Allegra Burnette, Roxana Strohmenger, Samuel Stern, Maxie Schmidt-Subramanian, Arianne Miller, Stephanie Thum, Daniel Tanciar, Mariela Melero, Kymm McCabe, Natalie Kates, Hillary Hartley, Marticia Falco, David Briggs, Tina Adinolfi, April Battle, Sarah Brooks, James Cochrane, Rena Girinakis, Drew Hirshfeld, Julia Kim, Lilia McFarland
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