Tish Falco

As the Senior Director of Customer Experience (CX), Tish is responsible for developing and managing General Dynamics IT’s CX Strategy, helping transform how the organization delivers the customer experience.

Tish has fifteen years of consulting and management experience conducting CX Maturity Assessments and Implementation Roadmaps, developing CX business cases, designing and implementing Voice of the Customer programs, designing market segmentation studies, developing personas and journey maps, creating employee rewards and recognition programs, and driving organizational change. She has also worked with several leading CRM platforms (digital, contact center and campaign management) to help optimize the customer experience across channels.

Prior to joining General Dynamics IT, Tish was a CX Strategy consultant with Forrester as well as IBM Global Business Services Customer Experience & Solutions practice. At each of these organizations, she helped clients in the public sector, healthcare and commercial spaces design and implement CX and CRM strategies. Tish started her career in CX as Director of the Customer Relationship Management Unit at the U.S. Department of Commerce’s Commercial Service, designing and leading their CX efforts from conception to implementation.

Tish holds an MA in International Affairs and Economics from American University and a BA in International Relations from Centre College.