Government Social Media: Driving Results
Febrary 29 - March 2, 2016 in Washington, DC
Venue, Pricing, & Registration Details
Back To Schedule
Wednesday, March 2 • 2:05pm - 2:40pm
How To Use A Customer Experience Framework To Strategically Engage Your Senior Leadership, Keep Your Work On Message And Measure How You Are Doing
Federal Aviation Administration

Sign up or log in to save this to your schedule, view media, leave feedback and see who's attending!

The Federal Aviation Administration’s Air Traffic Organization (ATO) has a primary mission: to ensure the safety of the National Airspace System. In 2012 the ATO consolidated support services into a single shared services organization. Learn how  the ATO increased their customer experience index score year over year for the past 3 years by implementing a best practices-based strategy and framework to accomplish two objectives:  drive the internal cultural change to customer-centricity and see through the lens of our customer.


Leave this session with the confidence gained from understanding how to make internal customer service relevant to your organization and knowing the next steps you can take to:

  • Create a tool to reveal senior leadership’s service values, demonstrate that you “get” their point of view,  and make it actionable for your workforce
  • Message customer centricity so it sticks and becomes part of the organizational conversation with a suite of tactical collateral
  • Measure customer experience progress year over year with a cost-effective customer experience index tool

Claudia Bogard, Senior Strategist & Customer Service Executive

 Federal Aviation Administration

avatar for Claudia Bogard

Claudia Bogard

Senior Strategist & Customer Service Executive, Federal Aviation Administration
Claudia L. Bogard is the Senior Strategist and Customer Service Executive for the Federal Aviation Administration’s air navigation service provider, the Air Traffic Organization. She provides executive leadership in establishing and managing innovative programs and strategies to... Read More →

Wednesday March 2, 2016 2:05pm - 2:40pm EST
Crystal 5 & 6 Westin Crystal City