Lashanda Hodge is the Managing Director of Customer Experience and Contact Center at GSA’s Centers of Excellence. She has over 16 years of experience and expertise in customer and user experience consulting, design, and program and project management. Prior to joining Government, she helped organizations mature their CX and UX capabilities as well as created compelling experiences for customers and users of various private companies across a variety of industries. She’s since brought those same practices and tools to enhance the services provided to customers of the Federal Government.