About 26 years ago, as a college sophomore, I took a life-changing course on the history of the critical connection between communications and the health of our democracy.
After that class, I double majored in American history and journalism, fueled by a passion and clarity that the public must have access to trusted, reliable information in order for our country to thrive.
In the years since, across newsrooms and communications agencies and technology companies, I’ve thought about improving access to information at a human level through better content packaging, readability, and storytelling devices. I’ve considered expanding access through the latest digital devices and channels of preference. And now, I’m constantly considering how the data underpinning each of those digital touchpoints might accelerate us to a fully democratized state of personalized self-service at scale.
Change is our only constant, and I’m excited to consider how government might drive the biggest digital transformations yet, with the requirements and aspirations for security, diversity, equity, inclusion and access unlike any private sector business has tried to achieve.
I am honored to co-chair this week’s American Council for Technology - Industry Advisory Council (ACT-IAC) CX Summit, to learn from CX pioneers in government like Martha Dorris and IRS Chief Taxpayer Experience Officer Kenneth Corbin, and to consider how might we help government operationalize customer experience strategies.
See you there!
After that class, I double majored in American history and journalism, fueled by a passion and clarity that the public must have access to trusted, reliable information in order for our country to thrive.
In the years since, across newsrooms and communications agencies and technology companies, I’ve thought about improving access to information at a human level through better content packaging, readability, and storytelling devices. I’ve considered expanding access through the latest digital devices and channels of preference. And now, I’m constantly considering how the data underpinning each of those digital touchpoints might accelerate us to a fully democratized state of personalized self-service at scale.
Change is our only constant, and I’m excited to consider how government might drive the biggest digital transformations yet, with the requirements and aspirations for security, diversity, equity, inclusion and access unlike any private sector business has tried to achieve.
I am honored to co-chair this week’s American Council for Technology - Industry Advisory Council (ACT-IAC) CX Summit, to learn from CX pioneers in government like Martha Dorris and IRS Chief Taxpayer Experience Officer Kenneth Corbin, and to consider how might we help government operationalize customer experience strategies.
See you there!