Customer Experience Summit 2018 - Putting the Citizen First

Like his predecessor, President Trump has made improving the efficiency and services of the federal government a priority of his administration. Agencies have designated senior customer experience advocates and invested in new technology, while Congress is working to enable the seamless collection of citizen feedback. However, despite several years of concentrated efforts to improve customer experience, the federal government remains the worst ranked industry in the field.

The benefits of great customer experience are well documented - agency-wide cost savings as more citizens interact with the government online, increased efficiency as citizen-facing employees focus on large-impact problems, improved citizen satisfaction with and trust in government, and enhanced employee morale. Although agencies know the value of providing citizens with an exceptional experience, they continue to struggle in implementing comprehensive, meaningful changes that could transform this interaction.

At the 7th Customer Experience Summit, Government Executive and Nextgov will take a deep-dive into what is working in government customer experience and outline concrete steps for agencies to continue this transformation. Drawing on case studies from both federal agencies and the private sector, this event will explore what it means to truly put the customer first.