Operating in the public sector brings unique scenarios which challenge and change how organizations listen and respond to their customers and citizens.

Join us for a morning of presentations by experience management (XM) professionals from the Partnership for Public Service, U.S. Army Training and Doctrine Command (TRADOC), Department of Justice, Office of Justice Programs (OJP), and more, focused on customer experience best practices specifically for the public sector. Keep scrolling for full session descriptions.

Across decades of experience, Verint XM has helped more than 90% of federal government agencies—plus many more organizations across all levels of government and the non-profit sector—hone their customer listening programs to make effective changes which lead to increased satisfaction, reduced operation costs, and improved efficiency.

This three-hour program includes presentations by Verint XM clients and more sharing their successful strategies to drive action from CX insights.

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Special Guest Speaker:

The coronavirus pandemic is requiring federal leaders to rethink how they deliver vital services to the public. As agencies adjust to shifting customer expectations in a rapidly changing world, they can build on momentum for improving customer experience and push forth innovations that will benefit their customers long into the future. In this session Eric Keller, Senior Manager for Research and Analysis, Partnership for Public Service will share data from their annual “Government for the People” report highlighting insights across 11 key federal services, identifying trends and recommendations, and uncovering strategies government CX leaders are employing to meet customer needs during the pandemic and into the future.

Featuring case studies from these Experience Management Professionals:

Department of Justice, Office of Justice Programs (OJP)

Jennifer Stagner

Enterprise Architect Principal Contractor to U.S. Department of Justice, Office of the Chief Information Officer (OCIO), Office of Justice Programs (OJP)

At the Office of Justice Programs a data-driven approach isn't just a philosophy; it is ingrained in the culture. Hear how the team brings this to life every day as they work to improve the experiences delivered across the program offices they support. From leveraging alerts and dashboards to quickly uncover issues and opportunities, to combining data sources to gain context, to utilizing user testing and replay to humanize digital interactions, learn strategies for getting the most out of your measurement and enabling your organization to take action on CX data.

U.S. Army Training and Doctrine Command (TRADOC)

Dr. John Plifka

Director, Army Quality Assurance Program

U.S. Army TRADOC

Ensuring the continuous improvement of the training, education, and development of over 500,000 students a year in the U.S. Army requires a robust system of measurement. Hear how the Training and Doctrine Command (TRADOC) has employed an action-oriented framework, quality assurance measures, and real-time customer service feedback to evaluate if programs are meeting their desired objectives, inform and enable the evolution of the curricula, and confirm that the concepts and skills gained by students are applied in practice.

Unlocking the Power of Segmentation

Major Eric V. Trivette

U.S. Army

When charged with answering a big question the tendency can be to look for an equally big answer to explain things. However, by digging into specific audience segments you can gain a much deeper understanding of the dynamics at play, which can inform unique action plans to improve the individual experiences that make up the whole. Hear how Major Eric Trivette is combining numerous demographic variables and keys with his survey results to provide the specificity required to drive meaningful improvements.