CXDC 2017


The Mayflower Hotel, Washington, D.C.
September 13–14

The Uncertain Future Of Federal Digital Engagement

Forrester data shows that most citizens want to engage with their government digitally. But most are also deeply unhappy with the digital experiences currently available - and their dissatisfaction is growing as the experiences on offer continue to lag the private sector.

To reverse this trend, federal agencies must navigate increasingly choppy waters -- intensifying budget and personnel pressures, scarcity of resources and availability of talent, tangled policy and regulatory requirements -- all while the number and complexity of available digital platforms rapidly proliferate.

Forrester’s CXDC Forum will leverage our most recent research, as well as best practices from the most innovative agencies, to help government CX professionals set a realistic, actionable course for the design and delivery of great digital experiences.


    Our program will address critical issues and contexts for federal CX leaders, including the following:

    Political Risk and Uncertainty

    Many agencies' missions and mandates -- not to mention funding and manpower -- are in flux. How can leaders and staff steer their existing and planned CX strategies through the challenges ahead, to better serve their constituencies?

    The Complex and Confusing Future Of Digital CX

    As CX teams work to perfect their web, mobile and social CX, how should they evaluate and integrate multiplying options for digital platforms and channels, including bots, artificial intelligence, digital assistants and other new technologies?

    CX Design And Delivery

    What are best practices for the creation of innovative, distinctive, customer journeys for users, including the orchestration and collaboration of the many stakeholders federal agencies must typically consult and serve?

    Technology Stack And Strategy

    How can agency leaders and IT teams collaborate to tackle new thinking about CX technology strategy and management, while driving digital transformation throughout their agencies?

    Creating And Nurturing A CX-Driven Culture

    A customer-obsessed culture is at the core of the most successful CX strategies. How can federal agencies define, adopt and nurture that mindset in their own organizations?

    15+ sessions featuring industry experts and Forrester analysts.

    >60% of attendees are director level and above.

    275+ government and industry leaders who are actively leading the charge in improving CX.

    >55% of attending companies achieve $1B+ in annual revenue.

    Join us


    Clients: $1,495
    Non-clients: $1,595
    Government, education, and nonprofit: $595

    The Mayflower Hotel
    1127 Connecticut Ave. NW
    Washington, D.C. 20036
    +1 202.347.3000
    Hotel website

    Forrester has negotiated a room rate of $299 for Forum attendees and sponsors. Book here by Monday, August 21 to secure this discount.

    Learn about our other Customer Experience Events.