Federal 100: Lloyd “Colt” Whittall

Name: Lloyd “Colt” Whittall
Title: Chief Experience Officer
Organization: Department of the Air Force

Reframing CX as essential. Whittall has used his extensive commercial knowledge to drive the Air Force to measure what matters, focus aggressively on the warfighter and target investments in that area. As the first chief experience officer in the Defense Department, he has been instrumental in transforming the Air Force’s attitude toward the user experience. His systematic approach to measuring user experience is critical to the Air Force’s modernization and enterprise-as-a-service effort because it provides a baseline for seeing improvements and allows systems to provide quantitative feedback on the user experience. Whittall also pioneered an online platform where users can submit written feedback on their experiences.

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