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NAPP Member Fireside Chat: Customer Experience (CX) and the USPTO's 5 Core Contact Centers

May 26, 2026 12:00 PM - 1:00 PM (EDT)

Description

A NAPP Members-Only Event!

Securing intellectual property demands a seamless, predictable support framework. To deliver a more modern, intuitive user experience, the USPTO centralizes its agency-wide customer experience (CX) initiatives alongside its five primary patent contact centers under the management of the Office of Patents Stakeholder Experience (OPSE). This organizational alignment ensures that human and digital touchpoints are built around human-centered design principles. 

Join OPSE Director Sean K. Hunter and NAPP President Dan Smith for an informal, interactive fireside chat exploring how the agency uses data-driven CX insights to eliminate friction for innovators. The conversation will explore how practitioner feedback directly influences agency service delivery and modern platform deployments. 

They will discuss how patent agents and attorneys can best utilize the five core contact channels—including the Patents Ombudsman and the Application Assistance Unit (AAU)—to resolve everyday administrative hurdles, track user-centric metrics, and effectively keep applications moving forward.

Learning Objectives

  • Learn how the USPTO uses data-driven CX insights to eliminate friction for innovators
  • Learn how practitioner feedback directly influences agency service delivery
  • Learn how patent agents and attorneys can best utilize the five core contact channels

Speakers

Sean K. Hunter, Director, Office of Patents Stakeholder Experience (OPSE), USPTO.

David "Dan" Smith, President, National Association of Patent Practitioners. 

Time

Noon EST

Location

Zoom Meeting

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Contact Information

NAPP
Name: Carol Wilhite
Email: director@napp.org
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