Director of Customer Experience

MaryAnn Monroe

MaryAnn Monroe
MaryAnn is a pioneer for customer experience (CX) in the public sector, with 26 years of federal and private sector experience in customer service & customer experience strategy, and directing federal contact center and digital communication programs. In her role at HighPoint, MaryAnn is responsible for developing a customer experience mindset for our clients and employees. She evangelizes the importance of a customer-centric culture to better deliver services to the Highpoint customers. She also designs and implements customer experience strategies to improve the overall customer experience and services delivered by HighPoint. MaryAnn applies her expertise to help our team design solutions that anticipate challenges and meet the needs of the government market.

Prior to joining HighPoint, MaryAnn held positions at the U.S. General Services Administration where she developed and executed the CX strategy for and the Office of Citizen Services and Innovative Technologies, implemented the 600+ member government-wide CX community of practice, and led the government contact center community of practice. At the National Institutes of Health, National Cancer Institute she directed the Cancer Information Service contact center program, and designed and implemented NCI’s voice of customer and quality programs.

Her experience includes customer experience strategy, customer-centered services including digital and contact center, data analytics, user experience, quality program development, training and organizational development, strategic planning, and health communication program planning and evaluation. She is a 2015 graduate of the Partnership for Public Service Excellence in Government Fellowship Program. Mary Ann has a Bachelor’s degree in Health Science & Policy from the University of Maryland Baltimore County.

She is a member of the Customer Experience Professionals Association (CXPA) and American Council for Technology and Industry Advisory Council (ACT IAC) Customer Experience Community of Interest.

MaryAnn's Articles

HighPoint CX Leader Wins Service to the Citizen Award

HighPoint Director of Customer Experience, MaryAnn Monroe, has been announced as a Service to the Citizen award winner in the…

Here’s What Feds Can Learn About CX from Local Government

First, they don’t have to start from scratch. Federal government agencies are working to meet citizen service goals set out…

Three keys to strengthening citizen trust

Citizen trust in the government is near an all-time low. The President’s Management Agenda (PMA), released March 20, not only acknowledged this issue—it…