Presentations, discussions, networking, and lunch!
You’ll have the opportunity to listen to customer experience presentations delivered by two experts, discuss how your organization is managing customer experience, network with your peers, and enjoy a delicious lunch.
We are proud to welcome two excellent speakers:
Rosetta Carrington Lue, Chief Customer Service Officer for the City of Philadelphia and the Executive Director of Philly311
MaryAnn Monroe, Director of Customer Experience for GSA’s Federal Citizen Information Center
• Rosetta Carrington Lue will talk about how the City of Philadelphia is engaging citizens through digital services. She will explain how government is changing, and why the conversation is no longer about why we need digital services for engagement initiatives, but how we can use them. Rosetta will discuss how her organization engages citizens through digital services by getting to know them, having a strategic plan, and using a wide range of channels to communicate with customers and listen to feedback.
• Mary Ann Monroe will talk about using customer experience strategy to improve USA.gov, the government's digital front door to information and services. USA.gov's omni-channel presence handles over 80 million citizen interactions per year. Mary Ann will describe how her team has used customer personas, journey mapping, and data integrated from multiple service channels, to understand citizens' pain points and prioritize solutions their problems.
Who should attend
Anyone interested in customer experience, consumer relations, or citizen engagement. This event is open to everyone who cares about how organizations interact with customers. Please come and bring your colleagues.
Click the link now to register for this educational event!
Thursday, June 4, 2015
9:00 a.m. - 9:30 a.m. - Registration
9:30 a.m. - 11:00 a.m. - Speaker Presentations
11:00 a.m. - 11:30 a.m. - Roundtable Discussion
11:30 a.m. - 12:30 p.m. - Lunch
5333 Wisconsin Avenue, NW
Washington, DC 20015
COST (Includes Lunch)
$20 - SOCAP Members
$30 - Non-members
Want to become a member? Join SOCAP now.