🌟 Govt. Customer Spotlight: Meet Adam Korengold - Analytics Lead, National Library of Medicine 🌟

Adam Korengold, Analytics Lead, National Library of Medicine
Reach out to Adam with any questions in the comments below! AdamK12
Tell us about your role:
I am Analytics Lead for the National Library of Medicine, one of 27 institutes comprising the National Institutes of Health. In that role, I lead a team of developers and analysts to create resources that link operational and experiential data. I work closely with NLM's product owners to manage continuous improvement for the digital products which they own. We run a baseline survey and a number of other custom surveys. I also manage a data visualization community of practice to embed data visualization practices across our organization.

Tell us about a customer experience project you run on Qualtrics that is particularly impactful:
I am not able to share details of the project, but my major effort has been establishing a baseline customer experience survey which has been implemented across all NLM products. This has enabled product owners, and NLM leadership, to develop a birds-eye view of how well our products (individually and collectively) are addressing customer needs.

What would you like to learn from others in the community?
I would like to learn two major things: firstly, how other public sector organizations, particularly U.S. Federal agencies, harness customer experience information, especially how they communicate insights to a leadership audience that is new to customer experience research and practices. Secondly, as our organization (like many others in the public sector) moves from a project management to a product ownership mentality, I am also interested in learning how other organizations manage similar transitions.

If time and money were endless, what would be your dream experience (e.g., vacation, concert, opportunity, education, etc.)?
For me, it is less about being able to afford something expensive or mind-blowing than the availability of time and opportunity. We need to realize that for many of the people we serve, "experiences" are beyond their financial means. With that in mind, my dream experience is not too far from what I experience daily -- time with my family, ideally not encumbered by all that we have had to address over the last year and a half, and the opportunity to take part in activities that are rewarding and add creativity and understanding to the world.

Do you have any additional or fun information you'd like to share as it relates to your experience with Qualtrics?
I increasingly find that many things in my world are connected--data visualization is such an important part of the Qualtrics tool, and being that I both teach and use data visualization (specifically applied to new baseball cards that I design), it's a welcome tool to have as part of the Qualtrics experience.