Chris Hughes

Chris Hughes is a dedicated professional with over 15 years of experience in Customer Experience (CX), specializing in leading research and discovery teams on challenging customer-centric enterprise projects and initiatives.

Chris has a strong background in designing improved healthcare processes for patients, developing a patient-centric cancer care center, and creating an enterprise patient experience framework for medical centers.

As a co-founder of VA's first Human-Centered Design (HCD) Lab, Chris focused on enhancing the customer experience for Veterans through face-to-face and digital user experiences.

With a Master of Science (MS) in Human-Computer Interaction (HCI) and Design Thinking, Chris possesses a solid educational foundation to support his professional endeavors.

Throughout his career, Chris has held various roles including Principal Customer Experience Strategist at Kforce Government Solutions, Inc., Director of Organizational Transformation Services at Kforce Government Solutions, Inc., and Design Strategist at Purdue University, among others.

Chris is known for advocating for a strategic and holistic approach to customer service, translating insights into exceptional customer experiences while driving process improvements.

His work in transforming the Veteran appeals experience led to the modernization of the appeals system, demonstrating his impact in shaping customer-centric initiatives with tangible results.

Chris's expertise lies in customer experience design, service design strategy, and organizational transformation, making him a valuable asset to any team looking to enhance their customer service capabilities.