Delivering Excellence in Customer and Employee Experience


21 jun, 2018 – 7:30 A.M.

555 13th Street Northwest
Washington, DC 20004 Mapa

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Join agency professionals for presentations and discussions on customer and employee experience. This event is an opportunity to explore best practices with your peers who measure and manage the customer or employee experience at their agencies. Presenters will share how they use feedback mechanisms to improve operations and fulfill the missions of their agencies. 7:30 –   8:00 – BREAKFAST AND NETWORKING   8:00 –   8:30 –  OPENING COMMENTS Sheri PetrasCEOCFI Group   Jessica ReedDirectorFederal Consulting Group   8:30 –   9:00 –USING FEEDBACK AT VA OI&T Abe GeorgeAbe serves in the Survey and Data Analytics Department of Veterans Affairs as a subject matter expert in organization development, change management, employee engagement, survey research, and data analytics.   9:00 –   9:30 – HOW USCIS AND E-VERIFY USE FEEDBACK Amy RitualoAmy has served as Division Chief (acting) at US Citizenship and Immigration Services / DHS since 2016, appointed from serving Monitoring and Evaluation at the USDA FAS. Mark McGivernMark serves as Management Program Analyst and works with the E-Verify and SAVE research programs within the U.S. Citizenship and Immigration Services of the Department of Homeland Security.   9:30 –   9:45 – BREAK 9:45 – 10:15  – CX BEST PRACTICES Kelly StallardProgram DirectorCFI Group   10:15 – 10:30 – CLOSING REMARKS Sheri PetrasCEOCFI Group   Jessica ReedDirectorFederal Consulting Group

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