Presenter: Chris Bobbitt, Technical Assent
Focusing on Customer Experience and Customer Outcomes is critical to delivering the best results. Federal agencies such as Veterans Affairs, GSA, and DHS are realizing the inherent value of becoming customer-driven and how this approach can drive better mission performance. This session will cover why Customer Experience and Customer Outcomes are so important, how to understand them, why Service Management trumps Program Management, and why digital engagement only scratches the surface. The session will demonstrate how to apply this knowledge to design more impactful government programs, provide more effective support to these programs, and develop business more successfully.