Designing for Impact: Reflections from DefenseTalks 2024

At DefenseTalks 2024, I had the privilege of joining a panel discussion hosted by DefenseScoop’s Brandi Vincent, where we explored how the Department of Defense is reimagining digital experiences to better serve our mission and our people.

As the Department’s first Customer Experience Officer (CXO), I shared insights into how we’re modernizing IT systems and governance with a human-centered lens—prioritizing the real-world needs of service members, civilians, and mission partners. Our work aims to make technology not just functional, but truly usable and effective in high-stakes environments.

I was joined by Scarlett Swerdlow, Senior Technical Strategist at DISA, who brought a valuable perspective on cross-agency collaboration and innovation, and Kevin Carter, Head of Customer Success for the Public Sector at Slack, who shared lessons from the private sector on enabling agile, user-friendly communication tools.

Together, we discussed how strategic leadership, culture change, and emerging technologies like AI are shaping the next generation of defense platforms. These aren’t just tech upgrades—they’re critical shifts that ensure our digital infrastructure can keep pace with operational demands.

Catch the full conversation on The Daily Scoop Podcast, where we go deeper into how the DoD is turning CX from a buzzword into a mission-aligned mandate.

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