2019 Main Conference Talk
Topic(s): service design, strategy, and ux
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 speaker(s)
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 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.