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Wednesday, October 3 • 2:45pm - 3:20pm
Game Changing Digital Transformation: From Counting and Clickers to Customer Insight and Information - United Services Organization

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Lessons learned and a demonstration of a transformative modernization from manual data collection with little customer insights to automated data aggregation and reporting with real-time feedback on customer usage and satisfaction, made possible by the development and rollout of a Salesforce hosted, multi-device platform called SPARTAN; 
Strengthening of Programs through Analytics, Relationship, Technology And Innovation.

This innovation is creating a digital relationship with Service members and their families and enhancing the USO mission, yielding stronger programs and a stronger military.  Rewrite below.
The United Service Organizations (USO) transformed their citizen engagement feedback measures from manual data collection with minimal customer insights to automated data collection with real-time feedback on citizen usage and satisfaction. USO used the platform SPARTAN to create a digital relationship with service members as well as their families. By gathering new customer insights, this platform also helped to enhance the USO mission and yield stronger programs.
Learn how to transform the way you collect customer usage and satisfaction data, including how to:
  • Implement a feedback collection strategy, gaining leadership buy-in from the beginning
  • Apply human-centered design principles, focusing on the end user
  • Partner with your IT team for full transparency into mission engagement objectives

Eli Hertz, Vice President, Information Technology 
United Services Organization, USO  

avatar for Eli Hertz

Eli Hertz

Eli Hertz is the Vice President of Information Technology for a nonprofit in the Washington DC area, United Service Organizations (USO).  After serving for 20 years as an officer and pilot in the United States Navy where he was a test pilot and flew carrier deployed aircraft, he transitioned to the public sector in 2001 and focused his career in the Information Technology space.  Prior to joining USO he worked... Read More →

Wednesday October 3, 2018 2:45pm - 3:20pm EDT
Kimpton Carlyle Hotel Dupont Circle 1731 New Hampshire Ave NW, Washington, DC 20009, USA