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Crosby Burns is a seasoned professional currently serving as Principal of Value Advisory at Qualtrics, focusing on helping governments enhance impact through customer and employee insights. Prior experience includes serving as Engagement Manager at McKinsey & Company, where Crosby led initiatives to improve customer experience and operational efficiency across various sectors. Significant contributions include developing a digital strategy for a large enterprise, leading a successful turnaround for a B2B SaaS provider, and revitalizing customer service operations at the state DMV. Earlier roles include Chief Strategy Officer at the Executive Office of Technology Services and Security, where key projects resulted in substantial budget reductions and operational improvements, and Director of Strategy and Policy at the Massachusetts Department of Revenue, focusing on strategic planning and performance management. Crosby's background also includes policy analysis at the Center for American Progress and government service in various roles, supported by an M.A. in Public Policy from Harvard Kennedy School and a Bachelor's degree from UC Berkeley.