Charles Thomas, the 2025 Customer Experience (CX) Trailblazer, has transformed how the U.S. Patent and Trademark Office (USPTO) delivers digital services to the public. From leading the creation of the Trademarks CX program to spearheading the agency’s enterprise-wide CX strategy, Charles has championed a user-first approach that makes innovation and protection more accessible to entrepreneurs, attorneys, and business owners alike.
 

Through customer journey mapping, usability testing, and strategic research, he helped USPTO exceed key satisfaction targets, achieving 80%+ customer satisfaction and trust scores for digital services. He also led the development and launch of Trademark Center, a modernized platform that simplifies trademark applications for over 500,000 users annually. Key features include role-based access, automatic draft saving, mobile-friendly design, and a transparent cost calculator, all built on user feedback and continuous improvement.

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Thanks to Charles’s leadership, USPTO has set a new standard for human-centered government design, ensuring every customer, whether a solo entrepreneur or legal expert, can access clear, efficient, and trustworthy trademark services.