Delivering Excellence in
Customer and Employee Experience

June 21, 2018

Delivering Excellence in
Customer and Employee Experience

June 21, 2018


7:30 AM – 10:30 AM EDT

The City Club of Washington, DC
555 13th Street Northwest
Washington, DC 20004


This event was an opportunity for attendees to join agency professionals to explore best practices with their peers who measure and manage the customer or employee experience at their agencies. Presenters shared how they use feedback mechanisms to improve operations and fulfill the missions of their agencies.




7:30 – 7:55Breakfast Buffet and Networking
7:55 – 8:00Welcome and Introductions
Kelly Stallard
8:00 – 8:30Opening Comments
Sheri Petras
Jessica Reed
8:30 – 9:00Customer Service Improvement – What Works?
Abe George
9:00 – 9:15Break
9:15 – 9:45How USCIS Collects and Uses Feedback to Improve Operations
Amy Ritualo
Mark McGivern
9:45 – 10:15Measuring the Mission: Using Qualitative Data to Measure Employee and Customer Experience
Chelsea D'Angona
10:15 – 10:30Closing Remarks
Sheri Petras

Our Partnership With Federal Consulting Group


CFI Group partners with the Federal Consulting Group (FCG)* to provide the only customized American Customer Satisfaction Index (ACSI) customer experience analytics program. Our carefully designed measurement tools and our team of research experts enables agencies to understand and respond to the stakeholder experience.

*FCG offers an expedited clearance process with the Office of Management and Budget (OMB) for citizen satisfaction and employee engagement surveys. With FCG, we can launch your program in a matter of weeks.