Interview with FedScoop

Earlier this month, I wrapped up an incredible 18-month journey as the Department of Defense’s first-ever Chief Customer Experience Officer (CXO). Building the CXO office from the ground up within the Office of the CIO, I had the honor of helping shape a culture centered on the needs of our servicemembers, civilians, and mission partners—working to streamline governance, improve transparency, and ensure IT solutions are truly mission-ready.

I recently sat down with Billy Mitchell on The Daily Scoop—presented by FedScoop—to reflect on this chapter, the progress we made, what’s next for CX at the DoD, and the evolving role of AI in the space.