ServiceNow Federal Forum
Transformation Accelerated
March 13, 2023 | Marriott Marquis | Washington, D.C.
U.S. Capitol

CX and EX Integrated: Create Better Outcomes with a Total Experience Strategy


Top priority for Federal leaders: Make government service delivery and operations more human and citizen-centric, taking direction from the President’s Management Agenda and the customer experience Executive Order. This means putting experience first and rearchitecting how work gets done. Agencies must improve all interactions, citizen AND employee, confirming the undeniable link between great citizen experiences and great employee experiences. This session will explore Total Experience (TX), a strategy that unites citizen and employee experiences across all service delivery channels to create the best possible outcomes.

Session sponsored by KPMG

Session Speakers

Jonathan Alboum
Federal CTO
John Boerstler
John Boerstler [pending approval]
Chief Veterans Experience Officer
Department of Veterans Affairs
Tina Donbeck
Tina Donbeck [pending approval]
Chief Information Officer
Development Finance Corporation
Pamela Powers
Managing Director
KPMG Federal Consulting