Charlie Thomas

Charlie Thomas is an Experience Management (XM) Strategist supporting the U.S. State & Local government. Charlie has spent 15 years within the public sector and the most recent 7 years in government leading customer experience at the U.S. Patent and Trademark Office. From leading the creation of the Trademarks CX program to spearheading the agency’s enterprise-wide CX strategy, he has championed a customer-first, data-driven approach to delivering public services. Charlie received the 2025 CX Trailblazer Award from Service to the Citizen, is a Customer Experience Professionals Association member, and earned a masters degree in Public Administration from George Mason University.