Check out our past events from the GovCX Collective!
Past Event Quick Links:
November 20th, 2024
OMB Guidance for Digital First Experiences
To close out 2024, we partnered with Riva Solutions to discuss the Office of Management and Budget’s (OMB) guidance for digital experiences, or M-23-22. Our panel of federal leaders looked at practical strategies for implementing the guidance, the successes and challenges agencies have faced this year, and what government CX leaders should look for in the future.
October 23, 2024
Applying CX to Real Customer Problems with Qualtrics
This month, we teamed up with Federal CX leaders and our partners from Qualtrics for an interactive session focused on tackling challenges with Human-Centered Design (HCD) strategies. Attendees formed small groups, each assigned a real-world issue that government leaders face today, and worked through CX exercises to come up with possible solutions. This boot-camp-style session encouraged our members to dive into the “why” behind each problem statement, leaving them with actionable insights and fresh techniques to bring back to their teams.
September 18, 2024
How to Break Down Silos and Build Great Customer Experiences
Creating alignment is crucial, especially when launching a new customer experience (CX) program. Learning how to navigate organizational silos within teams or agencies is essential for gaining buy-in, fostering collaboration, and truly amplifying the customer’s voice in your product or service.
On September 18th, the Collective hosted a virtual panel of four government leaders to discuss how to break down silos when working to improve citizen experiences. The event included a live panel, followed by individual break out rooms for deeper discussions about the challenges of making CX work in Federal IT.
May 29, 2024
How to Build Your CX Career at Every Stage
With more federal funding allocated to help agencies build trust and bring modern services to citizens, CX careers are on the rise! But how can practitioners plan for their career growth and trajectory as the discipline evolves across the federal landscape?
This May, the Collective hosted a highly interactive event to look at common personas in the CX career ladder, including up-and-comers, established leaders and coaches, and experienced team leaders who are returning to individual contributor roles. The event brought together long-time CX pros, Federal leaders, and new faces for lively conversations and learning.
April 24, 2024
Integrating CX Across ITSM
Agencies across the Federal landscape are constantly trying to balance innovation with stability when integrating Customer Experience (CX) across IT Service Management (ITSM) components. Leaders are often left wondering what strategies they can use that will ensure new initiatives don’t disrupt ongoing services.
This April, the Collective welcomed Joshua Lehman from the FDA and Katrina MacDermid of HIT Global to explore the integration of CX and ITSM. In a lively discussion for a packed house, the panel touched on everything leaders need to know to foster a customer-centric approach to ITSM including development, cloud services, user interactions, and change management.
March 13, 2024
Federal CX 2.0: Aligning Your CX Strategy and Implementation Teams
As CX programs find success in the federal space, there is a noticeable divide between the folks who make the plans and those who put them into action. With multiple disciplines like research, design, and UI/UX joining forces to build CX programs at agencies, many are asking: how can leaders ensure teams are aligned when developing citizen services?
This March, NuAxis and co-sponsor RIVA Solutions came together for an engaging panel with government and industry pros to share advice on how to sync up your strategic and execution teams for better results. The Collective heard from experts at the IRS, CFPB, Evernorth, and Capital One and walked away with actionable insights and expert advice.
February 14, 2024
Reducing Trauma in CX Work
CX in the government space often focuses on improving services for vulnerable or marginalized groups. These kinds of services are life-essential and require both practitioners and beneficiaries to broach sensitive topics to make vital improvements.
In the first event of 2024, the GovCX Collective hosted a virtual event to discuss how CX practitioners can reshape practices to better care for themselves and the people impacted by this work. Our partners from TechFlow and expert panelists shared their experiences and perspectives on trauma in CX work and shared tips on how practitioners can prepare themselves for working with tough topics when researching human experiences.
November 8, 2023
Capturing the Business Value of Customer Experience
Proving the value of CX beyond a federal mandate or a “nice-to-have” can be challenging. If you share the sentiment, know that you aren’t the only one and don’t have to overcome it alone – we’re better together!
With that in mind, our very own GovCX Collective and ASI Government hosted a workshop for “Capturing the Business Value of Customer Experience” at our Tysons HQ. We covered how to use HCD to capture and communicate the value that we know exists with those who aren’t so sure.
October 11, 2023
"Shredding the RFP"
We got a great group together in partnership with The Pulse of GovCon for an event packed with invaluable insights, tips, and tricks that answered questions about building a strong foundation for the proposal process.
People came for the conversation and stayed for the happy hour!
August 31, 2023
Reaching Underserved Communities
- Accessibility is Key
- Real Change Lies in Your
- Willingness to Try Something New…And Libraries 🤔 (find out what this means in the blog)
- Data Drives Advocacy
- Humility and Self-Awareness Play a Part
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