Chief Experience Officer
U.S. Census Bureau
The U.S. Census Bureau’s first Customer Experience Officer, Michele Bartram currently leads CX and related digital transformation strategies. Prior to joining the Census Bureau, she served in senior customer experience, digital transformation and communications roles in three other federal agencies, including recently in the Commerce Department’s BusinessUSA, winning the President’s Award for Customer Service. Prior to that she served in the Government Publishing Office (GPO) overseeing the U.S. Government Online Bookstore and related marketing. Her first government role was with the United States Mint where she launched the first digital division and ecommerce site in federal government. She started her career in IBM’s National Federal Marketing Division in Maryland as a systems engineer and technology solution consultant for federal agencies such as HHS, SBA, NCUA plus the World Bank. After that, she led major digital and marketing initiatives—including Top 30 ecommerce businesses— in the US and Europe with such major brands as: Lane Bryant, Sears, Rand McNally, Kenneth Cole, Calvin Klein, iVillage.com, Reeds Jewelers, Seagram’s, and Baskin Robbins International. Ms. Bartram earned a Master of Science in Integrated Marketing Communications from West Virginia University and a Bachelor of Science degree in Computer Science from the University of North Carolina at Chapel Hill, where she was a James M. Johnston Scholar.
Thursday, February 25
US/Eastern from 12 :25 PM to 12 :55 PM ( 30 mins )
[Panel Discussion] Effectively Leveraging Insights to Increase Customer Activity
Do you have the keys to drive your customer’s digital behavior? With data in hand, businesses require a well-designed plan to activate insights from data and increase customer activity. Organizations that were prepared to leverage customer data in 2020 had an upper hand in surviving an economically tumultuous year. With the World Economic Forum anticipating the global recession will last through 2022, businesses who re-up their customer journeys using customer activity data effectively will have an upper hand in thriving through the recovery.
In this discussion, panelists will share:
- How their data activation methods succeeded in supporting their success in 2020
- How the last year changed the customer journey and the critical role that Voice of the Customer programs played in providing real, actionable insights
- The business and economic trends they’re monitoring as potential customer activity influencers
- How leveraging customer data effectively helped them change on a dime to meet customers where they were at