Over the last three years, Eric Bruce, CXPA, has been a champion for organizational change with a radical focus on visitor experience at the National Gallery of Art. For an organization with the new mission of serving the nation by welcoming all people to explore and experience art, creativity, and our shared humanity, Mr. Bruce has worked tirelessly to build a CX team that works across the organization to identify audiences and their pain points.

 

Over the last year, Mr. Bruce has undertaken a massive audience study to identify the Gallery's visitors onsite and online. Through this evaluation, the team has a better understanding of audience motivations, areas for streamlining visitor journeys, and implementing a voice of the customer collection strategy to evaluate the impact of our efforts. For the first time in the Gallery's history, we have real-time data and reporting made available to staff from the C-suite to on-the-floor staff. With a vision to create a welcoming experience for different audiences, Mr. Bruce has generated buy-in which is changing the way the organization works, from changes to the entry flow on campus to digital offerings online.

ERIC BRUCE

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Chief Experience Officer