AFFIRM March Virtual Speaker Series | Government CX: Delighting Customers / Delivering the Mission

12:00 PM - 1:00 PM

VIRTUAL EVENT

Registration

Registration is complimentary for this event thanks to our event sponsors!

Questions? Contact info@affirm.org.

Description

Theodore Roosevelt said, “No one cares how much you know, until they know how much you care.”  This adage was true over 100 years ago and it still just as true today.   

In the public sector, the definition of “customer” includes all individuals, businesses, and organizations that interact with agencies, including their employees.  By focusing on these stakeholders and optimizing these interactions, agencies gain public trust, adapt objectives to better align with constituent needs, gain valuable feedback to continually improve performance, and enhance engagement with contractors.  In short, more effectively deliver their mission.

Join us to hear insights government CX leaders about how they are enhancing customer experience to fully support the mission.

Learning objectives:

  • Detail challenges that are inherent with implementing more customer-centric processes and ways to overcome them.

  • Review the intersection of people and technology in CX and their role in successfully moving customer experience forward.

  • Delineate mission improvements that accrue across the board by taking a CX approach to serving constituents.

Speakers:

Director
Customer Strategic Solutions Division , Information Technology Category (ITC) , Federal Acquisition Service (FAS), GSA
Samuel Navarro is the Director of the Customer Engagement Division (CED) within the Office of Inform...(read more)
Acquisition Manager
IRS
Mr. Jaime Gracia is a procurement executive and subject matter expert with 20+ years of progressive ...(read more)
Director, Product Marketing & Delivery Office of Federal Student Aid
U.S. Department of Education
Host & Managing Editor
Federal Drive with Tom Temin
Tom Temin is a broadcaster, writer, editor and consultant who brings more than 40 years of business-...(read more)