Government Experience Summit | XM Live DC

XM LIVE EVENT

Practical advice. Inspirational experiences. Real-world innovation.

XM Live brings government experience leaders together to share how they are building deeper human connections with customers and employees, and why it benefits their mission. Join us in Washington, DC to learn how to implement and innovate your experience programs, and connect with local peers.

Why attend?

• Learn how to leverage AI and harness the power of cutting-edge technology to achieve mission outcomes
• Hear from Qualtrics customers who are using human-centered experience management (XM) programs at different maturity levels to make government more human
• Connect with peers facing similar challenges and create actionable, innovative solutions

Event details

When: Thursday, July 13, 2023

Sessions: 9:30 AM – 2:00 PM ET

Reception: 2:00 – 3:00 PM ET

Where: The Salamander | 1330 Maryland Ave SW, Washington, DC 20024

Agenda

9:30-10:30 AM ET // Arrival + check-in with light breakfast available

10:30-11:15 AM ET // Humanizing government with AI: Revolutionizing citizen services
Can AI make government more human? Artificial intelligence, machine learning, robotic process automation (AI, ML, RPA) and low-code technology are already critical in some government agencies. From delivering better customer experiences to enabling deeper government collaboration, we can harness the power of cutting-edge technology to radically change our approach to making government more human.

• Sid Banerjee, Chief XM Strategy Officer, Qualtrics
• Rishi Vajpeyi, Vice President of Federal and DoD Strategy, Qualtrics

11:15 AM-12:00 PM ET // The power of human-centered experience management: Using XM for mission success
Experience management (XM) weaves human insight across all agency aspects – policy, strategy, budgeting, communication, operations, employees, and IT. Hear insights and accomplishments from government leaders who are using human-centered XM to achieve mission success.

• Hendrik van der Vaart, Deputy Chief Transformation Officer, State of Virginia
• Dr. Linton, Director, Navy Survey Office [Pending]
• Jon Booth, Director, Office of Communications, Centers for Medicare & Medicaid Services [Pending]
• Dr. Sydney Heimbrock, Global Head of Industry Research, Qualtrics

12:00-1:00 PM ET // Lunch

1:00-1:30 PM ET // Operational models for CX in government
XM as an operating model for government can transform the way citizens interact with public services. By embracing a human-centered approach, governments can better understand and address citizen needs, increase efficiency of service delivery, and improve overall satisfaction. This involves mapping customer journeys, streamlining processes, and measuring success through metrics like satisfaction scores and service completion rates. Implementing XM empowers governments to provide user-friendly, inclusive services that foster trust, engagement and positive experiences.

• Jill Leyden, Vice President of Public Sector Strategy and Solutions, Qualtrics

1:30-2:00 PM ET // The future of government experience: How AI & advanced technologies are transforming public service
The future of government experience management is being transformed by AI and advanced technologies that are revolutionizing public service. The implementation of these technologies can improve government services, enable data-driven decision-making, and enhance the overall citizen experience. The President’s Management Agenda emphasizes the need for improved service delivery and increased operational efficiency. By embracing these advancements and implementing them strategically, government agencies can create a more effective and efficient public service experience, while improving their ability to meet the needs of citizens in an increasingly digital world.

• Amira Boland, Federal Customer Experience Lead, Office of Management and Budget [Pending]
• Chelsie Bright, Global Head of Public Sector, Qualtrics

2:00-3:00 PM ET // Networking + cocktail reception