Michelle Adams

Michelle Adams, MPA, CCEP, is a Customer Experience leader in the public sector with a track record of building enterprise-level CX capabilities in complex, highly regulated environments. She currently serves as Customer Experience Manager at Western Municipal Water District in Southern California, where she leads customer experience, water efficiency, and education functions within the Communications and Customer Experience Department.

Michelle specializes in designing CX strategies that balance customer trust, operational realities, and regulatory accountability. Her work spans journey mapping, service design, cross-functional governance, and change management, with a focus on improving clarity, consistency, and ease across both customer-facing and internal experiences. She is known for leading through influence in matrixed organizations where authority is limited, but alignment is essential.

With experience managing multi-million-dollar, state-regulated programs and collaborating across cities, counties, retail agencies, and boards of directors, Michelle brings a pragmatic, systems-level approach to CX in the public sector. She is particularly passionate about advancing customer experience as a discipline that strengthens public trust and delivers measurable value for communities.

Michelle holds a Master of Public Administration and is a Certified Customer Experience Professional (CCEP). She is an active contributor to CX thought leadership, with a focus on translating private-sector CX principles into sustainable public-sector practice.