MaryAnn Monroe has been a believer in improving government services her entire career. From her first job as an information specialist for the National Cancer Institute (NCI) Cancer Information Service, she recognized the value of contact centers as vital additions to digital information services. At NCI, she reimagined a national quality improvement program focused on delivering empathetic experiences to cancer patients and their loved ones, and she was a
pioneer in leading the early integration of new digital channels into NCI's service delivery model.
At the General Services Administration (GSA), she established customer experience (CX) as a business discipline in the Office of Citizen Services and Innovative Technologies. She implemented a CX index to measure CX across 19 programs, transformed USAGov's contact center quality program, and integrated contact center and digital programs to provide a consistent source of truth to the public. She has led the contact center and CX communities of practice, driving federal leaders to action on improving services and experiences delivered to the public. MaryAnn has contributed her thought leadership in numerous articles, publications, and presentations throughout her federal career, and today in the private sector.
Through the American Council for Technology (ACT) Industry Advisory Council (IAC), she has been an authority in smart lean government, addressing the importance of cross-government collaboration for key life events and CX measurement.
Additionally, she has been a core contributor to the first CX playbook, designed to help federal agencies develop and execute their CX strategies.