In this episode of the CX Insider Podcast, we sit down with Colt Whittall, the Managing Partner and Founder of Bravo17. Colt shares insights from his incredible career in digital transformation, IT strategy, and user experience at scale, including his pivotal role in modernizing IT for 700,000+ personnel. If you’re passionate about CX, IT transformation, and leadership in large organizations, this episode is a must-listen!
Episode Summary
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“Fix Our Computers”
The Air Force is known for its advanced technology in the skies, but on the ground, IT issues were causing major inefficiencies that impacted daily operations. Colt explains how a viral letter, titled Fix Our Computers, shed light on the struggles faced by Air Force personnel, revealing widespread frustrations with outdated systems, slow networks, and inadequate IT support.
These inefficiencies not only affected productivity but also had real consequences for mission readiness and overall effectiveness. In response, his team developed a data-driven strategy to improve IT performance, focusing on replacing outdated systems, streamlining digital workflows, and implementing new monitoring tools to track progress. By identifying and addressing critical pain points, they were able to drive a massive turnaround in user satisfaction and operational efficiency, making IT an enabler rather than a hindrance to the mission.
The Role of Data in Driving IT Transformation
Traditional IT metrics weren’t enough to capture the full picture of user experience and performance. Colt and his team recognised the need for a more comprehensive approach and implemented a Voice of the Customer Program that surveyed 1/12 of the Air Force population each month.
This large-scale initiative gathered real user experience data, offering insights into what was working, what was failing, and where the most pressing issues lay. By combining this with digital experience monitoring tools, they were able to pinpoint inefficiencies, diagnose problems in real-time, and make more informed decisions about IT investments.
The result was a targeted and highly effective strategy Colt calls “Precision-Guided Tech Refresh,” ensuring that the right investments were made in the areas that needed them most. This approach not only improved IT responsiveness but also helped build a culture of continuous improvement and accountability within the organization.
Lessons in Leadership and Innovation
Scaling IT improvements in an organisation as large as the Air Force required more than just new technology—it demanded strong leadership, cross-functional collaboration, and a shift in mindset. Colt shares how aligning stakeholders across different departments, fostering a data-driven culture, and holding teams accountable were key to driving lasting improvements. He emphasises that technology alone cannot solve IT challenges; rather, it must be paired with strategic leadership and clear communication.
By ensuring that decision-making was backed by real data and tied directly to mission objectives, the Air Force was able to create meaningful, long-term change. The lessons learned from this transformation offer valuable insights not just for government agencies but also for private sector organisations looking to modernise their IT infrastructure and improve operational efficiency at scale.
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To find out more about Sharad, check out our full episode – available on all your favourite channels. Now including YouTube!
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This article summarises podcast episode 128 “Accelerate, Change or Lose” recorded by CX Insider.
Written by Elysia Filaitis