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Experts Call for More Chief Customer Officers in Government

A panel of federal customer experience experts told Senate lawmakers Thursday that the federal government and select federal agencies that provide services to citizens should have chief customer experience officers.

A federal chief customer officer, they argued, would provide accountability in service delivery initiatives across the entire federal landscape, while similar roles would provide the same kind of accountability in customer experience at the agency level.

“CX needs a guaranteed seat at the table. There must be increased accountability within agencies for customer experience,” testified Matt Lira, who served as special assistant to the president for innovation, policy and initiatives under former President Donald Trump.

Lira suggested the Senate Committee on Homeland Security and Governmental Affairs direct agency heads to empower an official to oversee customer experience efforts.

“I believe this committee should direct agency heads to designate and empower a senior official with CXO responsibilities for every High Impact ...

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