What if the most powerful capability in government wasn’t a new technology or a budget increase—but real-time, actionable feedback loops?

That was the core energy at this year’s #MedalliaExperience conference in Las Vegas. Together with some of the most forward-thinking leaders in public service, we explored how feedback loops—powered by AI and grounded in human insight—can be a force multiplier for mission outcomes.

Our session focused on how customer experience (CX) is more than a metric—it’s a strategic leverfor government transformation. From the battlefield to benefits processing, from active duty to veteran support, the stakes are high—and the opportunity for impact is even higher.

This weekend, my team was in charge of facilitating an offsite for the organization. Part of the day involved escorting our executive team from their shuttle to the conference room.

The team was busy prepping the meeting, so I decided to take on the task of escorting them from security.

While I was standing by the flagpole, the security guard approached me with a curious look. “Are you the EA for the team?” he asked.

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.

When I first started in my role, the Customer Experience Office (CXO) did not exist. We built it from nothing—growing it from the seeds of an idea into a fully realized entity that drove wide-scale, enterprise-level change. Doing that within a bureaucratic machine like the Department of Defense is a herculean effort, but we made it happen.

As the Customer Experience Officer (CXO) for the past year and a half, I took immense pride in leading this transformation. My mission was clear: to drive user-centered IT initiatives, enhance strategic planning, and ensure that government technology served those who relied on it. Leading the CXO Portfolio Management Office, I worked to ensure IT capabilities were not just scalable, sustainable, secure, but - fundamentally - functional.