Emotions drive decisions

Guy Gordon

Lead, PathosAI Public Sector Practice

Guy Gordon is the former Executive Director of Innovation and Service Delivery for Government of Manitoba (Canada) where he led critical digital service transformation efforts including Digital ID and creation of the government’s Robotic Process Automation Centre of Excellence.

Over the past 20 years Guy has been an active national and international thought leader and advocate of adapting and leveraging customer experience and operational data in the design and operation of Citizen-Centred service delivery.  From 2009-2015 Guy served as the Executive Director of the Institute for Citizen-Centred Service (ICCS). Drawing on world leading CX research and tools this inter-governmental venture has led the introduction and development of Citizen-Centred service delivery from Canada to the rest of the world. Under his leadership, Guy led the expansion of international partnerships with governments in Asia/Pacific, Europe and Middle East helping to dramatically increase the adoption of single-window service delivery and service experience engineering. 

Over the last several years Guy has been active in leading Digital Transformation at the provincial and national level serving as co-chair of the Digital Strategy Working Group of Canada’s Joint Councils of senior public sector CIO’s and Service Delivery officials. In addition, Guy recently completed a two-year term as co-chair of the Data Driven Intelligence working group of the FPT Deputy Minister Table on Service Delivery Collaboration. 

He has a research driven interest in the emerging use of CX/UX methods, data analysis and behavioural economics to inform the development of service experience engineering.  Guy is excited about exploring and expanding the scope of the Body of Knowledge for the benefit of leading public sector practitioners around the world. 

Guy holds Masters Degrees in Business and Public Administration from the University of Manitoba as well as professional certifications in Lean Six-Sigma (Green Belt), Innovation Engineering (Blue Belt), Customer Experience (CCXP), and Service Management (CSM).

Guy Gordon

Guy Gordon

Lead, PathosAI Public Sector Practice