POC - The CX Imperative Forum

The CX Imperative Forum | Potomac Officers Club


Current bureaucratic procedures in the Federal government have imposed an overwhelming paperwork burden on citizens and workers, amounting to over 9 billion hours annually.  In December 2021, President Joe Biden issued the Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government. Although past actions have laid the groundwork for service improvements, this new order recognizes the need for sustained focus, accountability, and improved delivery for the public's benefit. Service delivery should prioritize the needs of citizens. Through human-centered design, empirical research, behavioral science insights, and continuous engagement in service delivery, processes can be made more efficient, fair, equitable, and transparent.
Government must harness technology to modernize services, ensuring they're user-friendly, accessible, transparent, equitable, and protective. In our Potomac Officer’s Club’s: Radiant Digital CX Imperative session, we will discuss how digital transformation strategies can help agencies as they redesign customer experience to align with the presidential directive, including enhancing transparency, removing inequitable barriers, and protecting customer data.


Thursday, January 25, 2024
7:00am - 10:00am
Eastern Time Zone


2941 Restaurant
2941 Fairview Park Dr
Falls Church, VA 22042



7:00am 8:00am Networking Reception
8:00am 8:20am Plated Breakfast
8:20am 8:25am Welcome and Opening Comments
8:25am 9:00am Keynote: Dana Chisnell
Keynote Introducer: Dr. Shankar Rachakonda
9:00am 10:00am Panel: Nicshan Floyd, Karen Howard, Vinoth Jagannathan, Jeffery McLaughlin (Moderator), Victor Udoewa
10:00am 10:05am Closing Comments
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