Category Archives: Track B

B301: The Key to Smart Cities—Information Sharing

Track B: Real World Case Studies – Wednesday 26 April 
09:00 – 09:45

Today’s realities are driving government agencies to become “smarter” in order to build sustainable economies and improve the quality of life in their communities. Communities today are faced with a new normal of increased disruption, whether by economic uncertainties, an increased pace of natural disasters and civil unrest, health threats, or population migration. CRM is a critical tool to enable the kind of collaboration needed for effective government-citizen engagement and collaboration to address these kinds of issues. Learn how the city of Cary, N.C., tackled the challenge.

Presented by: Bob Greenberg, Dan Ault

B302: Importance of the Customer Experience in the Federal Government

Track B: Real World Case Studies – Wednesday 26 April 
10:00 – 10:45

Is customer experience just as important in the federal government as it is in the private sector? You bet it is. This case study session examines how the Department of Health & Human Services’ Program Support Center was able to fill in the gaps in its customer experiences based on feedback it received highlighting a need to communicate more often and more effectively with customers. The agency learned a lot of lessons and established a number of industry best practices along the way and shares them in this session.

Presented by: Jd Walter, Sean Follin

Closing Keynote Panel: The Cutting Edge of Sports Fan Engagement

Closing Keynote Panel – Wednesday 26 April 
11:45 – 12:30

Learn from a panel of sports business executives from teams and agencies in the field how to engage fans who are already digitally mature and looking to be more involved. Sounds easy, but not when you are a midsized business with a small budget and enterprise level expectations. Hear what the teams do and how they collaborate with others to get it done.

Presented by: Paul Greenberg, Peter Sorckoff, Ben Nickerson, Mark DiMaurizio