Speaking Engagements
Code For America Summit 2023
Delivering for People in Moments that Matter: A “Life Experiences” approach to public service design and delivery
May 2023
Too often, people have to navigate a tangled web of websites, offices, and phone numbers to access the services they depend on. Government must meet people where they are and be responsive to how they navigate important moments in their lives. The “life experience” framework requires a new model of the delivery system working together—within agencies, across agencies, even across levels of government — driven by customer research.
This panel will provide an update on the work and lessons learned from the 5 interagency, interdisciplinary teams that worked on the life experiences selected by the Administration for collective effort.
Digital Services Coalition
Defining Digital: Differentiating Between CX and UX Panel Discussion
August 2023
The Digital Services Coalition brought together a panel of experts in a virtual discussion titled “Defining Digital: UX vs CX” to recount their journey so far and dig into what CX really means in a government context, whether it’s important to differentiate it from UX, how we can measure impact, and anticipated trends for the near future.
CX Tipping Point Podcast
Lessons Learned from the Federal Government’s Leading Customer Experience Leaders
May 2022
In this episode of “The CX Tipping Point Podcast,” Martha Dorris spoke with leaders of High Impact Service Providers and customer experience within their agencies.
Rosenfeld Civic Design Conference
Leveraging Civic Design to Rebuild Trust in the US Federal Government
December 2021
The promise of good civic design may only be realized when it is equally good for everyone. In large and complex systems, we may never fully achieve this. But it is the work of civic designers to persist and lead change. Learn how service designers are embracing this catalyst for change at different levels of the federal ecosystem.
ACT-IAC CX Summit
Ted Talk Presentation: A Systems Approach to CX at Scale
September 2021
In this session you'll learn about designing an enterprise foundation for CX and specifically how agencies are re-imagining service design through a systems approach.
Government Customer Experience and Engagement Seminar
Panel: Government website modernization
August 2021
Hear your government peers and industry experts discuss the importance of and first steps to upgrade and transform your government websites to be compliant, accessible across devices, consistent, non-duplicative, and easy to navigate while leveraging analytical data collected to ensure sites have positive engagement, are effective, and ultimately designed around the users' needs.
Ask the CIO
GSA CoE’s new framework seeks to infuse, sustain customer experience
July 2021
Lashanda Hodge, the managing director of customer experience for GSA’s Center of Excellence, said helping agencies focus across five core areas will help break down siloes and bring data and people together.
The Buzz Podcast
CX Discussion: Baking a Delicious Customer Experience Cake
May 2021
CX Community o fInterest leader Brian Whittaker hosts another interview with a customer experience difference-maker in the federal government.
This week, Brian talks with Lashanda Hodge, Director of CX at the GSAS’s Centers of Excellence. They discuss Lashanda’s path to her current position, the challenges and opportunities of customer experience in the wake of a global pandemic, and the strategies and techniques she uses to promote CX transformations in the federal government.
GovMatters
Refining the Customer Experience
July 2021
When you think about the government, the words “bureaucracy” and “red tape” often come to mind. But the quality of the customer experience is changing. The President’s Management Agenda has given agencies ambitious targets for improving the way they deliver products and services. It’s about leveraging technology while respecting the dignity and time of both citizens and employees. Agencies like the GSA and the Commerce Dept. are already leading the way. In this webinar we’ll explore: how to improve citizen engagement and overall quality of service; what a successful citizen engagement program looks like; and the first steps, if you’re starting from the beginning.
SSLC Breakfast Seminar Series
Delivery Exceptional Service: How can customer experience (CX) contribute to “good government” and further amplify agency + cross-agency priorities?
April 2021
Today’s organizations must do more than simply deliver on customer expectations. As society’s needs evolve, government agencies must rise to meet new customer demands. Across government, only 21% of customer needs are met on the first attempt. Eventual resolution often comes via more expensive channels, such as phone calls and in-person visits. Adopting a Customer Experience (CX) focus will help agencies become better stewards of taxpayer dollars, create a more satisfying employee experience, and reduce frustration for customers. This seminar will address what CX is (and isn’t) and how leveraging CX as a shared service can support agencies in rising to meet customer expectations in an increasingly on- demand world.
IT Modernization Summit by FedScoop
Fireside chat: Beyond the Cloud
March 2020
Creating outcomes that improve the customer’s experience should be the driving force for digital modernization with the technology serving as a gateway to better, faster and lower cost delivery
