ACT-IAC Customer Experience COI June 2024

Join the ACT-IAC Customer Experience Community of Interest (COI) member meeting for a discussion on "Change Management and CX." 

When an organization decides to embark on a customer experience journey, it can be transformational. It will require fundamental changes to its people, processes and technologies. Such a transformation requires a rigorous focus on change management to help drive leadership alignment, stakeholder buy in, and employee readiness. As the Federal government enters a year of transition, customer experience (CX) will continue to be a priority. Change management is essential for driving enduring results in CX.

Hear from leaders in CX from key federal agencies and industry as they discuss:

• The key changes organizations make as they adopt a CX perspective.
• The challenges organizations encounter and how a change management framework can support an organization in overcoming those challenges, particularly in a time of administration transition.
• The importance of leadership alignment, stakeholder management, and employee readiness in creating a CX focused organization.
• Proven and successful techniques that can be readily implemented to facilitate the adoption of CX.

Panelists

• Rachel Schwind , Director ASI Government 
• Nikki French, Customer Service Branch Manager, Transportation Security Administration (TSA)

Moderator: Karen Shrum, representing Catapult Growth Partners; Amanda Chavez, representing NuAxis Innovations.