Publications Charlotte has Authored or Co-Authored + Related Press Links

Medium – “Government CX 101 : CX vs UX, For Those Afraid to Ask and Feel the Ship has Sailed.”

August 2018

No posts found!

American Council of Technology – Industry Advisory Council (ACT-IAC)

August 2018

ACT-IAC CX Playbook : Guide to Transform Service Delivery

FCW: Customer Experience Playbook

Fedscoop : ACT-IAC Pens Framework Agencies Reform Their CX


The Ohio State University – Journal of International and Public Affairs

Volume V Issue II Spring, 2013

Journal of International and Political Affairs