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Home / Sessions / How to Start a Voice of the Customer Program (And Why You Should)

How to Start a Voice of the Customer Program (And Why You Should)

2019 IA Conference /

Time(s)

March 17, 2019
3:30 PM to 4:15 PM CT

Location

Peninsula 2-3

Description

The President’s Management Agenda names “Improving Customer Experience” as a major goal. But many government agencies and other organizations around the world have yet to enter the most important gateway to successfully increasing customer satisfaction — formally designing a voice of the customer (VoC) program. Join two CX strategists working to raise awareness for the importance of collecting useful customer feedback, and learn how to design a VoC program that integrates with your planning and design processes. We’ll show you how we got started with VoC programs at USDA and the National Cancer Institute.

About the speakers

Joshua DeLung

Josh DeLung, MA, UXC, has 17 years of strategic communication experience with a focus on building and managing teams that engage users via digital methods to improve their experiences. He leads ICF Next’s Strategy & Quality Team in the Experience Practice, which includes experts in fields such as customer and user experience, information architecture, content strategy, web analytics, and business analysis. He serves as a content and product strategist on multiple commercial and digital government projects.

Josh’s specialty is bringing together experience, marketing, technical, and creative teams to deliver award-winning digital products. During his career, Josh has managed multidisciplinary teams serving several Fortune 500 clients and every Cabinet-level government agency. Prior to ICF Next, Josh built and led the team responsible for creating and managing EnergyEmpowers.gov (now part of the Energy.gov blog), a collaboration of the U.S. Department of Energy and the Office of the Vice President of the United States, and a key project of the Recovery Act. Then, with ENC Strategy, Josh directed the client services department and served as the senior digital marketing strategist. He also served six years in the U.S. Army and has a master’s degree from Virginia Tech. Josh resides in Potomac Falls, Va., just outside Washington, D.C.

Vrinda Gupta

Vrinda Gupta loves working at the intersection of human behavior, business systems, technology, and experiences. She is a customer experience strategist in the federal experience practice at ICF Next. Vrinda helps federal government agencies develop a better understanding of their customers and their needs, and helps translate those findings into actions that create outstanding experiences. She is part of a White House Office of Innovation initiative to accelerate IT Modernization and improve customer experience across federal government.

Sponsor IAC

We’re looking for organizations who share our commitment to building and sustaining programs that drive a more inclusive industry. Learn more on the Sponsor IAC23 page or contact us directly at info@theiaconference.com for more information.

Thanks to this year’s sponsors!

Logo for sponsor Optimal Workshop
Platinum sponsor
Optimal Workshop
Logo for sponsor Factor Firm
Gold sponsor
Factor Firm
Logo for sponsor Last Call Media
Silver sponsor
Last Call Media
Logo for sponsor Design for Context
Scholarship sponsor
Design for Context

Logo for sponsor A Book Apart
In-Kind sponsor
A Book Apart
Logo for sponsor Balsamiq
In-Kind sponsor
Balsamiq
Logo for sponsor MURAL
In-Kind sponsor
MURAL
Logo for sponsor OOUX Masterclass
In-Kind sponsor
OOUX Masterclass
Logo for sponsor Rosenfeld Media
In-Kind sponsor
Rosenfeld Media

Logo for sponsor UX Camp DC
Community sponsor
UX Camp DC
Logo for sponsor World IA Day
Community sponsor
World IA Day

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