Explore every episode of the podcast The CX Tipping Point®
| Title | Pub. Date | Duration | |
|---|---|---|---|
| EP 58 - How Government Data is Used to Reduce Fraud and Improve Customer Experience featuring Kshemendra Paul | 10 juin 2025 | 00:43:04 | |
In Episode 58 of The CX Tipping Point Podcast, Kshemendra Paul shared his journey from Silicon Valley tech entrepreneur to senior federal executive, highlighting his leadership roles at the Department of Justice, the Office of Management and Budget, and the Department of Veterans Affairs. His work focused on improving government performance through data, fraud prevention, and information sharing—most notably with the Recovery Act and the national suspicious activity reporting initiative. The conversation emphasized the role of data as a strategic asset, especially in fraud reduction, internal controls, and improving services for veterans. Kshemendra advocated for better enterprise-level data use, identity verification tools, and integrated platforms to support transparency, efficiency, and trust in government. He also discussed the success of the National Information Exchange Model (NIEM) project in NYC, which used predictive analytics to identify at-risk youth, and called for stronger federal data leadership, including the establishment of a Federal Chief Data Analytics Officer. Finally, Kshemendra shared his upcoming retirement plans, a renewed focus on advocacy, and personal reflections—including his passion for hiking, skiing, and family. Kshemenda is available on LinkedIn or via email at kshemendra.paul@gmail.com Kshemendra Paul is a seasoned leader, recognized for his pioneering results and solutions using data, architecture, and information sharing and safeguarding to improve government on behalf of the American people. As a widely lauded executive, Kshemendra routinely applied his unique perspective to addressing complex challenges, contributing to reducing risk, and enhancing operational efficiency, effectiveness, and integrity. His insights explore how organizations can leverage data for impactful decision-making, improved outcomes, and greater protection of stakeholders. His focus now is policy advocacy. He also serves on boards, and advises organizations and leaders. Recent Op-Ed: "Moving Federal Enterprise Risk Management Beyond Compliance Theater" – FedScoop, April 2025 Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 57 - Elevating Digital Government & User-Centered Design featuring Marcy Jacobs | 12 mai 2025 | 00:51:34 | |
In this episode of The CX Tipping Point Podcast, we spoke with Marcy Jacobs, the first Chief Digital Experience Officer for the State of Maryland. Marcy goes into the significance of user-centered design and the holistic approach needed to improve digital experiences, particularly in government and consulting sectors. She discusses her journey in digital government, from starting out as a graphic and web designer to leading digital transformation efforts at USDS and the Department of Veterans Affairs. Marcy explores challenges, solutions, and strategies for integrating digital services, enhancing user research, and leveraging AI for better customer experiences. Key Takeaways:
Join us as we uncover how digital services can transform government experiences and why a human-first approach is critical to success! Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 56 - Inside Federal HR Modernization featuring Steve Krauss | 07 avr. 2025 | 00:41:14 | |
In this episode of The CX Tipping Point Podcast, we’re joined by Steve Krauss formerly at the U.S. Office of Personnel Management—recipient of the 2024 Service to the Citizen Award—to unpack the complexities of HR IT modernization in the federal government. Steve shares candid insights into the inefficiencies of the current HR IT ecosystem and underscores the urgent need for improved coordination, data interoperability, and shared services to streamline operations and cut costs. He also explores forward-looking solutions such as pooled hiring across agencies and the collaborative efforts underway with major federal agencies and the Office of Management and Budget (OMB) to advance modernization and elevate the customer experience. But the conversation goes beyond IT. They dive into the broader challenges surrounding federal hiring, agency funding for modernization initiatives, and the critical role of stakeholder engagement in driving lasting change. They discuss the funding barriers many agencies face, the strategic support OPM offers—including the use of the Technology Modernization Fund—and the importance of conducting a comprehensive inventory of federal contact centers. Together, they explore what it takes to lead through complexity, emphasizing the value of strong governance, smart incentive structures, and the impact of the recently enacted Government Service Delivery Improvement Act in shaping a more responsive and citizen-centered government. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 55 - Innovating with Empathy and AI at the Air Force Research Laboratory featuring Alexis Bonnell | 10 mars 2025 | 01:01:05 | |
In this episode of The CX Tipping Point Podcast, we spoke to Alexis Bonnell, the Chief Information Officer of the Air Force Research Laboratory, to explore her inspiring journey from her early career in tech to becoming a leader in government innovation. Alexis shares how empathy, curiosity, and clarity have been her guiding principles for driving change and fostering innovation within complex organizations. Alexis was a 2024 Service to the Citizen Award Winner. We delve into the challenges of implementing artificial intelligence, not just as a tool for efficiency but as a way to empower teams and elevate their work. Alexis walks us through a fascinating four-stage process to help people adapt to AI, from the initial "Tada!" moment of excitement to the "Ho-hum" stage of seamless integration. Listeners will learn about the importance of recognizing contributions in teams, the power of positive reinforcement, and Alexis's unique practice of gifting custom shoes to women in government as a token of appreciation for their hard work. The episode also highlights the innovative strategies Alexis is employing to tackle inefficiencies in government processes. From conducting "toil tours" to identify and eliminate waste, to promoting a bold "kill bonus" initiative that rewards stopping unnecessary tasks, Alexis shares actionable insights on creating a culture of progress over activity. Finally, we discuss the human side of AI and change management, exploring how leaders can build trust, empower risk-takers, and shift organizational mindsets from critics to champions. Key Takeaways:
Stay tuned for a thought-provoking discussion that bridges the gap between technology, people, and purpose. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 54 - Creating a Modern, User-Friendly Immigration Journey featuring Vashon Citizen | 11 févr. 2025 | 00:35:31 | |
In this episode of The CX Tipping Point Podcast, we spoke to Vashon Citizen, the Acting Deputy Chief in the Office of Access and Information Services, External Affairs in the US Citizenship and Immigration Service within the Department of Homeland Security and 2024 Service to the Citizen Award winner. We explored the efforts that USCIS has made in improving public service delivery through a series of customer experience (CX) enhancements. USCIS recognized the importance of providing a modern, user-friendly experience for customers navigating the immigration journey. This commitment led to the implementation of innovative self-service tools aimed at resolving common inquiries and improving accessibility. Vashon described their key achievements which included:
These improvements have collectively enhanced efficiency, reduced customer frustrations, and provided a more consistent and responsive service experience. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 53 - Transforming the Journey for First-Time Filers: How the IRS is Elevating Customer Experience featuring Angela Render | 14 janv. 2025 | 00:37:32 | |
In this episode of The CX Tipping Point Podcast, we’re joined by Angela Render, Branch Chief for IRS Content Strategy and a 2024 Service to the Citizen Award Winner. Angela dives into how the IRS is transforming its digital presence to elevate taxpayer experiences. She offers an inside look at her team’s groundbreaking efforts to support first-time filers, utilizing data, human-centered design, and strategic content updates. Gain insights into the challenges of managing a website with over 3 billion annual views, the creative use of personas like "Leslie," and the power of collaboration in driving meaningful change. This episode is a must-listen for anyone passionate about CX innovation and the future of government services! Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 52 - 2024 Year in Review of Government Customer Experience featuring Dan Barrett, Lee Becker, Amanda Chavez, MaryAnn Monroe & Mary Schwarz | 03 déc. 2024 | 01:45:18 | |
In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with a panel of seasoned experts, customer experience (CX) practitioners, and thought leaders to explore their perspectives on what CX truly means. Martha describes CX as “a commitment to continual improvement, designed to create efficient and effective government services that align with the agency’s mission and address the needs of its customers.” To set the stage, we provide a brief overview of CX’s evolution in government over the past two administrations and discuss expectations for its future trajectory. Our guests include:
Tune in to gain insights on:
We also share actionable recommendations for the next administration to continue advancing the quality of government services for American citizens. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 51 - Insights from Government Contact Center Leaders ft Meghan Daly, Nikki French, Simchah Suveyke-Bogin & Keith Thurston | 12 nov. 2024 | 01:03:14 | |
In this episode of The CX Tipping Point Podcast, Martha Dorris speaks with three seasoned federal contact center leaders and one former expert in the field, each bringing years of experience in contact center strategy and operations:
Federal contact centers are critical in delivering simple, seamless, and secure services. As we move toward a "digital-first" approach, contact centers play an increasingly vital role, serving as the next line of support when people encounter challenges online. When users can’t complete a transaction or access the information they need, they turn to contact centers—by calling, emailing, or texting—for help. Key Topics Discussed:
As we strive to provide both the public and federal employees with the efficient, effective experiences they deserve, the role of well-functioning contact centers is more important than ever. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| SPECIAL EDITION | EP 50 - Navigating the Presidential Transition | 29 oct. 2024 | 01:09:55 | |
In this episode of The CX Tipping Point Podcast, Martha Dorris interviews three former senior federal executives who have led during presidential transitions. They discuss the ongoing emphasis on customer service and experience over the years, highlighting advancements made in the last two administrations. However, challenges remain, as not all agency personnel fully embrace the concept of customer experience, which ultimately revolves around effective mission delivery. As we approach the election and the subsequent transition, the conversation emphasizes the importance of managing this uncertain period, especially in relation to national security. In this episode, Martha talked to:
Political appointees and career public servants must collaborate closely to fulfill the government’s mission and the goals of each administration. Their interdependence is crucial. During the discussion, it was highlighted that customer experience principles can be applied to the transition process. Key topics covered include:
Whether you are a career public servant, political appointees or contracts, there will be something that you learn to make this process simple, seamless and gracious. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 49 - Veggies for Vets featuring Dr. Isabel Kozak & Diana Gregory | 15 oct. 2024 | 00:40:00 | |
In the latest episode of The CX Tipping Point, Martha Dorris interviews Dr. Isabel Kozak, Nurse Practitioner and Assistant Chief of Staff for Community Medicine at the Phoenix VA Health Care System, and Diana Gregory, CEO of Diana Gregory Outreach Services. They discuss their collaborative initiative, "Veggies for Vets," which delivers fresh fruits and vegetables to veterans facing food insecurity. The program began with transitional housing veterans in food deserts and has expanded to serve veterans at various locations including USVets, the 32nd Street clinic, and the main VA hospital. Since 2017, "Veggies for Vets" has provided over 18,000 veterans with free produce, supported by corporate sponsorships and community donations. This initiative not only supports local farms but also bridges gaps between government and industry. In this episode, Dr. Kozak and Diana Gregory reveal:
This conversation is a testament to how dedication and collaboration can drive meaningful change. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 48 - Insights from the 2024 Service to the Citizen Government and Industry Executives of the Year | 10 sept. 2024 | 01:08:35 | |
In this episode, Martha Dorris talked with the 2024 Service to the Citizen Award’s Government Executive of the Year (Ken Corbin) and the Industry Executive of the Year (Lee Becker). Ken Corbin is the Commissioner of Taxpayer Services and formerly the Chief Taxpayer Experience Officer at the Internal Revenue Service (IRS). Lee Becker, is a Senior Vice President for Public Sector and Healthcare for Medallia. Ken has many decades of experience at the IRS where he began as a student at the age of 16. Lee Becker was formerly on active duty in the Navy, followed by the Department of Defense and Veterans Affairs. Now, Lee serves the government through his position at Medallia. This is an inspiring episode with two leaders who shared:
We will be celebrating their accomplishments at the 2024 Service to the Citizen Awards on September 13, 2024, at The Mayflower Hotel in Washington DC. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 47 - The Importance of Contact Centers in Delivering Services featuring Chad Thyes | 13 août 2024 | 01:08:02 | |
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke to Chad Thyes, the President of Adonde LLC. Chad has many years of experience in the management and operation of contact centers and worked in many of the contact centers that deliver some of the most important services that the federal government delivers to the public. In this episode, Chad shares his insights into the:
To contact Chad, he can be reached at chad.thyes@adondellc.com. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 46 - Insights on How Intergenerational Workforces, Value Streams and Innovation Drive Outstanding Services to the Public featuring Dr. Bill Brantley | 09 juil. 2024 | 00:53:54 | |
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke to Dr. Bill Brantley, President and Chief Learning Officer (CLO) for Brantley Advanced Social Sciences Application (BASSA). Bill began his government career as a Presidential Management Fellow. I worked with Bill many years ago in the US General Services Administration’s Office of Intergovernmental Solutions. Bill’s expertise and experience in innovation, program management and learning bring a different perspective and lens to the discipline of customer experience. In this episode, we talked about a few of his recent LinkedIn posts on:
We also discussed how artificial intelligence is being used to improve customer experience. Bil is a regular speaker on these topics. Follow Dr. Brantley on LinkedIn. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 45 - Turning Touch Points Into Trust Points at the Department of Homeland Security featuring Dana Chisnell & Stephanie Moore | 11 juin 2024 | 01:10:29 | |
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke to Dana Chisnell, the Executive Director of the Customer Experience Directorate and Stephanie Moore, the Program Manager for the implementation of Executive Order 14058 on “Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government” in the Department of Homeland Security. DHS is dedicated to transforming their most impactful services to meet the needs of the 1 billion touch points a year. As stated in the 2023 CX Annual Report, DHS believes that better customer experience means that the touch points they have with the public are more secure, equitable, efficient, effective and accessible for everyone. In this episode, you will learn how DHS:
At the core, customer experience and human centered design isn’t an initiative. It’s about creating a human centered organization that embeds customer-focused thinking into every aspect of operations. It’s about a way of thinking and working that addresses issues and finds solutions for the people they serve. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 44 - Insights as USAGov Transitions to be the Front Door for the Public's Life Events ft Leilani Martínez & Marietta Jelks | 14 mai 2024 | 00:43:40 | |
In this episode of The CX Tipping Point, Martha Dorris spoke to Leilani Martínez, the Director of the Public Experience Portfolio and Marietta Jelks, a Product Manager of USAGov in GSA’s Technology Transformation Services. In this episode, you will learn about:
Monitor the progress as the Public Experience Portfolio prepares to transition Benefits.gov to USAGov and continues to provide information and services in English and Spanish. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 43 - How the Office of the CIO in the Air Force Implemented Customer Experience featuring Colt Whittall | 09 avr. 2024 | 00:59:17 | |
In this episode of The CX Tipping Point, Martha Dorris spoke to the CEO of BRAV017 and formerly the Chief Customer Officer at the US Department of the Air Force and Space Force, Colt Whittall. After experience in the private sector, Colt wanted to work in the government in the area of technology and management. He was able to secure a position after seeking advice from the CIO of the Air Force. They created a Chief Experience Officer in the Air Force to raise the bar on user experience for their systems. His efforts in the AF are being replicated in the Department of Defense. The Air Force’s focus on customer and user experience bubbled up from internal computer issues such as long reboot times. There was an open letter on LinkedIn from an airman referred to as the “Fix my computer” memo that elevated the importance of fixing their systems and computers and led to the hiring of Colt. These issues make airmen question when you can’t fix the small things, you begin to question whether the important things can be accomplished. Colt describes his roles and responsibilities, how data and feedback provide a good framework for measurement and mechanisms for tracking experience and feedback. Colt’s journey into the government resulted in a very rewarding experience and an offer to help others get into the government. Please contact him via LinkedIn if you want to chat. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 42 - How Human Centered Design can Improve Services Around the World featuring Nilufer Erdebil | 12 mars 2024 | 00:56:12 | |
In this episode of The CX Tipping Point Podcast, Martha Dorris talked with Nilufer Erdebil, the Founder and CEO of Spring2Innovation Design Thinking. Nilufer is a leading consultant of innovation and design thinking with expertise in telecommunications, defence, application development, project management, and information technology management in the public sector. Nilufer shares her expertise and experience at working in design in Ottawa, Canada. We discuss the importance of bringing users into the design process and many examples of how design creates more effective and efficient systems. As a systems engineer, Nilufer designed a system without bringing users into the process. Later, when she became a user of the system, she understood the value of design thinking. She has a unique perspective as a designer coming from a technology background. Learn from her years of experience in government and industry. Nilufer has shared her experience as a Tedx speaker as well. Check out her book on design thinking at: Future Proofing by Design Follow Nilufer on X (formerly Twitter): @digitalNil Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 41 - Highlights of GSA's Customer Experience (CX) Initiatives featuring Camille Tucker | 13 févr. 2024 | 00:49:35 | |
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with the Acting Chief Customer Officer at the US General Services Administration. Camille Tucker has worked in the Chief Customer Office since 2018 and currently is dual hatted as the Lead for their Voice of the Customer Program and the Acting Chief Customer Officer. For anyone planning to create a Chief Customer Office, Camille shared how the office was originally funded and created, its current funding strategy, how the organization is structured, their primary goals, interesting staffing strategies and lessons learned over the past eight years. GSA’s Chief Customer Office was one of the first customer offices created to focus on customers. Over time, they have trained many GSA employees on design thinking and have focused on their digital properties and addressing issues addressed in 21st Century Integrated Digital Experience Act (IDEA). Now, five years after IDEA was enacted, OMB has released guidance on “Delivery Digital First Public Experiences.” Learn how the guidance has impacted GSA. Learn more about the future goals and strategies in GSA’s Chief Customer Office. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 40 - Insights on Delivering Digital Experiences from the Office of the Federal CIO featuring Noreen Hecmanczuk | 09 janv. 2024 | 00:51:25 | |
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with Noreen Hecmanczuk, a Senior Advisor for Strategic Engagements and Communications to the Federal CIO, Clare Martorana. In this episode, Noreen shared her experiences that crossed numerous federal agencies and led to an opportunity as a White House Fellow, later joining the US Digital Service where she recognized the transformative potential of technology in government services. As a senior advisor to the Federal CIO, Noreen convenes technology leaders to advance the strategic use of technology and improve the public’s experience with the government. In the Office of the Federal Chief Information Officer, she develops strategies for technology modernization and mission delivery, driving a path to digital transformation and overseeing the responsible management of over $120 billion of federal IT spending. Noreen’s achievements benefit the public by championing simple, seamless and secure experiences when interacting with government services. Congress requested OMB’s plan to maximize the impact of funds allocated for technology modernization, and Noreen led the development of the Federal IT Operating Plan, ensuring wise investments that create the most impact for the American people. Additionally, she played a key role in allocating $100 million towards a secure, modern, digital-first government experience, engaging CX experts from across the federal government to maximize the impact of project proposals. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| SPECIAL EDITION | EP 39: Reflecting on Government Customer Experience in 2023 ft Industry Leaders in Government Customer Experience | 18 déc. 2023 | 01:26:31 | |
In this Special Edition Episode of The CX Tipping Point Podcast, Martha Dorris spoke to industry experts and practitioners in the field of Government Customer Experience (GovCX). You will hear from:
This episode was recorded on the 2nd anniversary of Executive Order 14058, Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government.” We discussed the impact that having a President’s Management Agenda and Executive Order that focuses on CX which has impacted the government’s focus, progress and maturity. We also reinforced the importance of improved services to the public, to the government and its employees and to the country. We delved deeper into progress made over the past five years, the governance models used in the government to drive improved services, the importance of service delivery to improving trust in government and the drivers of trust. We continued with understanding your customer, the business value of CX, and measurement. It was a lively and informative conversation with these industry leaders. Listen to a very real conversation about the benefits of improving government services. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 38 - Using the Levers of Government to Drive Improved Performance featuring Robert Shea & Adam Hughes | 12 déc. 2023 | 00:33:19 | |
In this episode of The CX Tipping Point, Martha Dorris spoke to Robert Shea and Adam Hughes of a new consultancy called GovNavigators. Robert is the co-founder and Chief Executive Officer and Adam is a co-founder and President. Using their decades of experience and expertise in government management and driving improved performance, Robert and Adam shared how agencies should:
Policy guidance and legislation such as Section 280 of OMB Circular A-11 and the Foundations for Evidence Based Policymaking can drive improvements for the future as well. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 37: Insights from the IRS' Taxpayer Experience Office featuring Courtney Kay-Decker | 14 nov. 2023 | 00:47:43 | |
In this episode of The CX Tipping Point, Martha Dorris spoke to the Deputy Taxpayer Experience Officer (TXO) at the Internal Revenue Service, Courtney Kay-Decker. Ms. Kay-Decker has a long history of working in revenue and taxes. During this episode, she shares how the IRS is using the Inflation Reduction Act funding as well as the challenges and priorities when delivering outstanding services to taxpayers. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 36 - How the VA's Innovation Ecosystem Reduced Veterans' Missed Medical Appointments featuring Dr. Indra Sandal & Gregory Goins | 10 oct. 2023 | 00:47:18 | |
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with Dr. Indra Sandal, the Chief of Innovation at the Tampa Veterans Hospital and Mr. Greg Goins, the VISN 9 Network Director and Executive Sponsor of the VHA-Uber Health Connect Initiative. The Department of Veterans Affairs manages a very sophisticated innovation ecosystem that allows them to identify issues and pilot solutions in small ways to determine whether they should be scaled. In this example, they used it to provide veterans access to care. Based on feedback from veterans, VA identified “transportation” as a major cause for missed medical appointments. With 56% of veterans over the age of 65; 30% relying on their families, solving the transportation issue was a “must”. The VA has partnered with UberHealth to provide transportation to medical appointments. The goal of this program was to:
Learn how this initiative has been scaled to improve the health of veterans by serving more veterans; reducing the number of missed appointments; and saving the VA valuable funding as well. Dr. Sandal and Mr. Goins provided some inspirational messages - nothing is too small and nothing is impossible. Dream big!! Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 35 - Leveraging Innovation to Improve Digital Services in the Defense Health Agency featuring Robert Kayl | 20 sept. 2023 | 00:25:16 | |
In this episode of The CX Tipping Point Podcast, Martha Dorris talked with Robert (Bob) Kayl, a Program Manager for the Defense Health Agency’s Web and Mobile Technology Program. Bob shared his journey on returning to government service due to his commitment to the mission of government and the personal satisfaction from working in the government. Bob Kayl is a 2023 Service to the Citizen Award winner for his work in DHA’s creation of almost 40 native mobile applications, seven progressive web applications, two virtual reality applications, and projects focused on knowledge management and collaboration. The applications cover categories such as patient health, provider tools, personnel readiness, and organizational management. Bob was recognized for his innovative approaches to enabling active-duty service members, clinicians, veterans, and families to access digital services to meet their healthcare needs. His organization also manages health.mil and tricare.mil. Learn more about his efforts in:
You can learn more about Robert Kayl’s Service to the Citizen award here. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 34 - How the VA's Nutrition and Food Services Program Improves the Lives of Veterans ft Dr. Anne Utech | 15 août 2023 | 00:35:09 | |
In this episode of The CX Tipping Point, Martha Dorris spoke to Dr. Anne Utech, the National Director for the Nutrition and Food Services at the Department of Veterans Affairs. Dr. Utech describes her journey at VA, leveraging her experience and expertise in diet and nutrition to serve veterans. Her passion and enthusiasm for the impact that VA’s nutrition and food services programs have had on veterans is inspiring. Dr. Utech is a 2023 Service to the Citizen Award winner for the Type 2 Diabetes pilot, which resulted in sustained blood sugar control, medication reduction, weight loss, diabetes reversal and improved cardiometabolic health. In this discussion, Dr. Utech described:
Dr. Utech's work addresses the urgent issue of diabetes among Veterans and has a significant impact on public health. It sets a new standard for diabetes care, challenges clinical objectives, and serves as a model for federal diabetes policy. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 33 - Insights from the Executive and Legislative Branches on Government Customer Experience featuring Matthew Cornelius | 11 juil. 2023 | 00:40:53 | |
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke to Matthew (Matt) Cornelius, formerly the Senior Professional Staff Member to Chairman Gary C. Peters of the Senate Homeland Security and Governmental Affairs Committee. Matt’s extensive experience and expertise in information technology (IT) modernization, cybersecurity and identity management at the General Services Administration, the Office of Management and Budget, the Alliance for Digital Innovation and the Senate gives him a unique perspective on how to enable agencies to improve the services they deliver to their customers. He believes that CX is ripe for bi-partisan, bi-cameral action. Both sides get it. In addition, Matt shares:
“People should feel well served by its government,” said Matt. I love those words. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 32 - Digital Transformation: The Intersection of IT Modernization and Customer Experience featuring Bajinder Paul | 13 juin 2023 | 00:51:50 | |
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with Bajinder Paul, experienced Chief Information Officer (CIO) across many federal agencies. Bajinder described what he learned from serving at agencies during crises, such as housing issues that were impacted by Hurricane Katrina or the banking crisis of 2009. As demonstrated during the pandemic, having a modern infrastructure enabled USDA to deliver services to employees and customers quickly and effectively. As everyone worked and lived remotely, digital services were a must. Transforming services to be entirely digital requires the integration of a modern information technology network and infrastructure and an understanding of your customers and their needs and expectations. CIOs should partner with other members of the C-suite to build flexibility and resilience into the operations of an agency.
Bajinder is currently the Founder and CEO of Bajinder Advisory Services and can be contacted at bpaulx@gmail.com Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 31 - Lessons Learned in Managing Cross-Agency Programs through Recreation.gov | 09 mai 2023 | 00:46:10 | |
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with the intergovernmental, government/industry team that supports Recreation.gov. Recreation.gov, also known as rec.gov, provides a one-stop shop for the public to access tools, services and information on 4,200 facilities and activities and over 113,000 individual reservable sites across the country. Thirteen federal agencies participate and contribute to Recreation.gov. Their customers are not only the public but the agencies that trust them with their content and represent their events and activities. In this podcast, we discussed:
Recreation.gov can be learned from as the government rolls our priority life events. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 30 - How Transformational Leaders Drive Improved Performance featuring John Riordan | 18 avr. 2023 | 00:52:51 | |
In this episode of The CX Tipping Point Podcast, Martha Dorris talked with John Riordan, a leadership development consultant, coach and trainer of executives in government and industry. John shares his insights from coaching hundreds of people, many of which were transitioning into the senior executive service. The Federal government’s focus on improving government services through improved customer experience can be a disrupter with challenges in driving change. Leaders can make the difference in the services that the government delivers. During this conversation, John shared:
John works closely with individuals and teams across the Federal government. He can be reached at jr@johnriordan.com. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 29 - Balancing Cybersecurity and CX in the Delivery of Digital Services featuring Cybersecurity & Customer Experience SMEs | 28 mars 2023 | 00:52:48 | |
With the drive towards delivering digital experiences, cybersecurity and customer experience have become interdependent. It’s critical that both of these disciplines are leveraged to achieve the ultimate experience for customers, whether they are employees, retirees, seniors, the public, or other agencies. Customer experience is the perception that your customers have when interacting with your organization. This experience is driven by the ease, efficiency and usefulness of the interaction along with the important trust factor. Trust is built by securely delivering day in and day out what you promise, while protecting the customers privacy. Today we will explore how cyber and customer experience are both critical and necessary to be integrated to build trust in government. In this session, you will learn:
Learn from Jonathan Kraden, Customer Experience Section Chief at the Cybersecurity and Infrastructure Security Agency; and Joe Jeter, Senior Vice President, Technology, John Mandell, Managing Director, National Security Practice, and MaryAnn Monroe, Senior Director for Total Experience Services and Solutions from Maximus Federal. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 28 - How NTT Data Leveraged Existing Programs to Assist Colleges and Universities During Covid featuring Noel Hara | 14 févr. 2023 | 00:23:55 | |
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke to Noel Hara, the Chief Technology Officer for the NTT Data’s Public Sector. Noel was selected as a 2022 Service to the Citizen Award winner for his efforts to leverage an application to track Covid-19 infection rates to help bring students from K-12 and colleges back into the classroom at the height of the pandemic. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 27 - Digital-First Customer Experience, But Not Digital Only featuring Maximus Federal's Andy Beamon & MaryAnn Monroe | 10 janv. 2023 | 01:02:04 | |
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with Andy Beamon, a Senior Vice President at Maximus Federal and MaryAnn Monroe, the Senior Director of Customer Experience for Maximus Federal, to discuss the Government’s focus on delivering a digital first customer experience, but not digital only. In this discussion, they described how digital first but not digital only should be implemented to deliver equitable and inclusive experiences to employees and government customers (e.g., public) when interacting with the government. We described the purpose of driving towards digital first - the benefits to the public, to employees and to the government. While ensuring that all services can be accessed via digital channels, some people don’t have access to digital channels or can’t use digital channels because of language, disabilities, or technology factors. Other topics discussed include:
Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 26 - Using Customer Data to Improve the Experience at Federal Student Aid featuring Nicole Callahan | 13 déc. 2022 | 00:42:50 | |
In this episode of “The CX Tipping Point,” Martha Dorris spoke to Nicole Callahan, a Data Analyst for Customer Insights in the Student Experience and Aid Delivery at the Federal Student Aid (FSA) in the Department of Education. Nicole, who has spent her entire career at FSA, shares her passion for “listening to customers” to better understand their experience, pain points, and take action. Like many, Nicole joined FSA after using the system to become the first in her family to go to college. She began by using social media and sharing the information with her organization through data sessions and even presenting verbatim to the screens by the elevators. Her passion for listening to the customer has grown into the creation of a “voice of the customer” program with monthly data meetings across the organization to analyze, synthesize and determine the actions needed to address prevailing issues. Nicole’s early adoption of social media and “listening” won her a 2022 Service to the Citizen Award as the CX Trailblazer of year. Customer experience by its nature is a disruptor and Nicole has pushed boundaries to win the confidence of her colleagues. She shares her recommendations to others for driving change in the government and the important roles you can play as a public servant to the customers you serve. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 25 - The Importance of Contact Centers in Delivering Excellent, Equitable, and Secure Federal Services featuring Evan Davis, Maximus Federal | 08 nov. 2022 | 00:56:31 | |
In this episode of “The CX Tipping Point Podcast,” Martha Dorris talked to Evan Davis, a Senior Vice President at Maximus Federal about “The Importance of Contact Centers in Delivering Excellent, Equitable, and Secure Federal Services.” Contact centers are the hub of digital services and one of the best ways to assess what’s on the mind of your customers and what the reasons for their interactions were. In many instances, when someone contacts the contact center, it’s after trying to solve their problem online or through other options. Therefore, they may be at a very vulnerable time in their lives. Evan shared the important role that contact centers have in delivering equitable and inclusive services that meet the needs of underserved communities. He also shared how Maximus Federal trains their staff to be empathetic with their customers they are interacting with on behalf of government agencies. COVID has exposed numerous gaps in the operations of contact centers. The public wants answers to their questions that are consistent across channels. Employees may need information as well. Evan shared how organizations can ensure that the information they deliver is consistent. During COVID, many agencies migrated their contact center staff to remote work when they didn’t believe it would ever be permitted. Learn how Maximus Federal worked with agencies to migrate their contact center staff to remote work at many of the most important services in the country. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 24 - How Diversity, Equity, Inclusion and Accessibility Improves the Lives of the Public and Employees featuring Kimberly Walton | 11 oct. 2022 | 00:51:30 | |
In this episode of The CX Tipping Point Podcast, Martha Dorris talked with Kimberly Walton, formerly the Executive Assistant Administrator for Enterprise Support. Throughout her career, Kimberly has focused her efforts to create a diverse and inclusive workforce. Today, she leads her own consultancy focusing on diversity, equity, inclusion and accessibility (DEIA). President Biden signed Executive Order 13985 on “Advancing Racial Equity and Support for Underserved Communities through the Federal Government,” on his first day in office. In addition, DEIA and the Administration’s priorities around empowering employees and delivering excellent, equitable and secure federal services are inextricably intertwined. Kimberly shared her expertise on the importance of a maturity matrix as a way to identify gaps and provide a roadmap for agencies. In the past, diversity and inclusion were primarily discussed in terms of employees but this Administration applies DEIA issues to the way the government delivers services. DEIA issues were critical as the Transportation Security Administration (TSA) conducted their screenings in airports. Learn what Kimberly recommends for agencies when addressing their DEIA issues. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 23 - VA's Use of Innovation to Improve Healthcare of Veterans featuring VHA Office of Healthcare, Innovation and Learning | 13 sept. 2022 | 00:44:48 | |
In this episode of “The CX Tipping Point” Podcast, Martha Dorris spoke to Dr. Anne Bailey, Director of Clinical Tech Innovation for the Veterans Health Administration (VHA) Innovation Ecosystem (IE) and the Immersive Tech Lead for the Office of Healthcare Innovation and Learning (OHIL) at the Department of Veterans Affairs (VA). We also spoke to Caitlin Rawlins, Innovation Specialist for the Western North Carolina VA Health Care System within the VA’s Office of Healthcare, Innovation and Learning (OHIL). As the Immersive Tech Lead, Dr. Anne Lord Bailey expertly works across the Immersive Tech growth lane to encourage VHA employees to think outside of the box and strengthen their innovation muscle around immersive technologies at VHA. VHA, as many other large organizations, can oftentimes be siloed, with multiple people unknowingly working to solve the same problem. The Immersive Tech team works collaboratively to simulate, scale, and sustain immersive technology innovation at VHA with the goal of improving the lives of employees and Veterans. As immersive technology is implemented across VHA, the data on Veteran benefits speak for themselves. Dr. Bailey and Caitlin Rawlins shared the experiences and successes of using immersive technologies and how using XR as a distraction tool helps to decrease pain, stress and anxiety, boredom and restless behaviors while also aiding relaxation. For Veterans suffering from acute and chronic pain, 61% saw a drop in pain intensity. One hundred percent of Veterans using XR to aid with restless behaviors felt a decrease in restlessness, and 67% of those Veterans also exhibited an increase in calm and cooperative behavior. They shared their recommendations for creating an innovative culture to bring new ways of thinking into any organization. Dr. Anne Bailey and Caitlin Rawlins are 2022 Service to the Citizen Award winners! Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 22 - Insights on How the Federal Government is Implementing Customer Experience | 09 août 2022 | 01:23:22 | |
In this episode of The CX Tipping Point, Martha Dorris, the host, is interviewed by Alex Yerkes, the producer. Martha discusses the difference between customer experience, customer service, and user experience, including the components of CX such as governance, customer understanding, performance measurement, culture and design thinking. She also expands on her testimony to the Senate Homeland Security and Governmental Affairs Committee on “Putting People First: Building Trust in Government through Customer Experience” last month. Martha discussed the value of delivering excellent, equitable and secure government services to the public, to government employees, to the government and to building trust in government which was the focus on the Biden-Harris Administration’s management agenda and operationalizing the Government CX policy framework through the subsequent Executive Order 14058 on “Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government.” In the podcast, she cited the 2021 Pew Public Trust in Government data. “The Public Trust in Government: 1958 through 2022” research has shown trust to drop by 4% in 2022 to 20%. Martha provided her unique perspective on improving customer experience in the federal government, including the challenges they have faced and successes along the way, as well as the importance of making the improvement of government services a priority with a vision and roadmap for designing services during key life events by putting people first, identifying short-term commitments for agencies, and strategies for incorporating CX into the business of government. Martha also gave some tips on how to “get started” in any organization and for a person who is interested in CX and what the government can learn from the private sector. For further information on how CX is being implemented in the federal government, subscribe to “The Citizen Services Newsletter” or listen to previous CX Tipping Point podcasts. We continue to strive to improve the lives of Americans through transformed government services. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 21 - Granicus: Leveraging Subscription Data to Understand Your Customers | 12 juil. 2022 | 00:59:03 | |
When did you last receive an e-mail from a government agency? What about a text message? Was it relevant? Timely? Did it understand who you were and what you needed to know? Did it guide you to the right next step? Did it anticipate your questions and concerns? Answering these questions are a good start to connecting an agency’s subscriber experience with its customer experience.
While many agencies use these tools for synchronous communications and email campaigns, agencies can also use govDelivery to gain greater insights into customer needs and improve the experience of accessing services with proactive messaging to guide customers through complex processes. The real-time data this approach creates is a significant resource in improving the customer experience. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 20 - Kshemendra Paul: Customer Experience: Unlocking the Power of Data | 14 juin 2022 | 00:47:30 | |
In this episode of The CX Tipping Point, Martha Dorris spoke with Kshemendra Paul, the Chief Data Officer at the Department of Veterans Affairs. Kshemendra has a long history of driving data sharing across the federal government and levels of government. In his role at the VA, he has been tasked with modernizing and energizing the data and analytics community, building on the VA’s history of innovation and leadership, and elevating the focus on data as the enterprise-wide strategic asset. Kshemendra shares the structure of his organization and its placement within the VA and how the VA is leveraging data when improving the lives of veterans, families, caregivers and survivors. He also shares some of the VA’s major accomplishments impacting the veterans and employees, priorities over the next few years, recommendations for customer experience and Chief Data Officers on working together to improve their customers’ experience. Learn how the VA is working with the Department of Defense (DoD) to create a seamless, integrated experience from active military to civilian life. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 19 - Dr. Liz Herman: Knowledge Management: The Secret Ingredient to Delivering an Omnichannel Experience | 16 mai 2022 | 00:41:07 | |
In this episode of “The CX Tipping Point Podcast,” Martha Dorris talked with Dr. Liz Herman, a knowledge management expert and professional. Liz defined knowledge management as “the strategies and processes aligned with identifying, capturing, structuring, and valuing the organization's intellectual assets - what the organization knows, to enhance its performance and its service to its customers.” Capturing and documenting that knowledge are the two key areas as well as disseminating across the organization. The knowledge needs to be accessible within the organization and external to the organization. With the Administration’s focus on transforming government services, Dr. Herman discussed the importance of knowledge management in delivering simple, seamless, secure, accurate and consistent information to the government’s customers. As a result of the pandemic, the public is expecting a more asynchronous relationship with agencies and the ability to self-serve 24 hours a day, 7 days a week. Knowledge management enables those service improvements. Solving the customers’ problems or answering their important questions, the public develops more trust and confidence in the government. Learn about the challenges and solutions for improving knowledge management. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| SPECIAL EDITION | EP 18: Lessons Learned from the Federal Government's Leading Customer Experience Leaders | 02 mai 2022 | 01:59:43 | |
In this episode of “The CX Tipping Point Podcast,” Martha Dorris spoke with leaders of High Impact Service Providers and customer experience within their agencies. The included:
In this podcast, learn how the Government’s Customer Experience (GovCX) Framework is interconnected and complementary. The GovCX Framework includes the:
How has the GovCX Framework accelerated the focus on transforming government services that put people at the center and delivering digital first but not digital only services to all? The agencies represented on this episode of the podcast serve hundreds of millions of people across the country and around the world. These include serving veterans, their families, caregivers and survivors; taxpayers, small and large businesses; beneficiaries of social security; farmers, ranchers and producers; families, immigrants; the traveling public; and more. Every HISP is at a different level of maturity in their CX journey. Learn from these CX leaders across the government about:
Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 17 - Wendy Bhagat: Improving and Simplifying the Federal Student Aid Process | 11 avr. 2022 | 00:50:45 | |
In this episode of “The CX Tipping Point” Podcast, Martha Dorris spoke with Wendy Bhagat, the Director of Product Marketing and Delivery at the Department of Education’s Federal Student Aid (FSA). FSA is a High Impact Service Provider (HISP) and was the first agency to recognize the need to apply the methodologies and strategies of customer experience in 2010. FSA has over 40 million customers, many of them are customers for over 20 years, as they become customers when entering college through the repayment of their student loans. In this episode, we discussed the importance and impact that the President’s Management Agenda and Executive Order 14058, “Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government,” had on meeting their vision as the trusted source for federal financial aid information. FSA has been working with other agencies to simplify the FAFSA application process and communicating with their customers by segment to ensure that students, parents and financial institutions are informed as changes occur such as student loan repayments being paused. During the COVID pandemic, over the past two years, loan repayments were paused five times. Learn how FSA has communicated with almost 40 million customers monthly as the repayment pauses continued. Email is one of their primary communication channels with an open rate of 50%, as well as social media, virtual events and paid media. Working with other agencies, FSA was also able to provide their customers with information on other benefits they may be interested in or eligible for such as Supplemental Nutrition Assistance Program (SNAP) or free Internet. Wendy is a 2021 Service to the Citizen Award Winner for her work at Federal Student Aid. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 16 - Airis McCottry Gill: How Employee Experience at the VA Impacts the Veterans’ Experience | 14 mars 2022 | 00:49:40 | |
In this episode of “The CX Tipping Point Podcast,” Martha Dorris speaks with Airis McCottry Gill, who is the Executive Director for Employee Experience and Organizational Management at the Department of Veterans Affairs’ Veterans Experience Office. The VA is leading the way in focusing on employee experience and how it drives service delivery for veterans, their families, caregivers and survivors. Airis shared her efforts to understand VA’s workforce and address two areas identified through their human centered design approach and employee journey map. These are improving the onboarding experience and developing "my career." Through joint efforts with human resources, they are developing tools and approaches to address “developing my career.” This program began as a leadership development assignment and due to its success and support within the VA, has become an initiative supported by an organization. They leveraged the approach used in the veteran experience efforts. Their vision is to provide a world class employee experience that empowers all team members to serve our veterans, their families, caregivers and survivors with pride. Their mission is to ensure an inclusive, responsive, seamless and employee centric experience through which all team members feel valued and supported. Learn how Airis and the VA are working to accomplish this vision and mission to improve the employee experience and the veteran experience to build trust in the VA. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 15 - Ken Corbin: Transforming the Taxpayer Experience | 07 févr. 2022 | 00:49:50 | |
In this episode of The CX Tipping Point Podcast, Martha Dorris talks with Ken Corbin, the Commissioner of the Wage and Investment Division at the Internal Revenue Service (IRS) and the first Chief Taxpayer Experience Officer. Ken’s long history at the IRS gave him a unique perspective on the customers of the IRS and how to improve the experience they have. Over the past two years, the IRS has been instrumental in stabilizing the economy. The pandemic brought a halt to the IRS’ operations when they had to close processing centers in the middle of filing season. They migrated the customer service reps to working remotely. They issued three rounds of economic impact payments of over $800 billion, which converted their tax system to a benefit system. Ken discussed the process for modernizing the mailroom, getting returns processed, getting the backlog of returns that we're under review cleared out and then clearing up the amended returns. Ken Corbin was asked by the Commissioner in January 2021, to take on the role as the Chief Taxpayer Experience Officer which he was proud to take. This position resulted from the Taxpayer Experience Act (TFA), which was enacted on July 1st, 2019 to reimagine and enhance the way the IRS serves taxpayers, continues to enforce the tax laws in a fair and impartial manner, and trains IRS employees to deliver a world-class customer experience. The IRS’ Taxpayer First Act Report to Congress includes 100 capabilities to be delivered over 10 years. As the Chief Taxpayer Experience Officer, Ken understands the need to create a good experience for everyone. The IRS has a diverse group of customers, ranging from individuals to small, mid and large businesses, to Congress, to tax preparers and more. He believes it’s about choice and access. In this episode you will hear how the IRS is implementing “choice” and “access” in delivering services as well as their 2022 which include expanding digital services; creating a seamless taxpayer experience; and increasing proactive outreach and education to underserved communities to increase their experience regardless of the channel they come to the IRS. With data as the IRS’ biggest asset, leveraging that data and collaborating with other agencies on services that cross multiple agencies will be important. Ken Corbin was recognized for these efforts as a 2021 Service to the Citizen Award winner. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 14 - Simchah Suveyke-Bogin: Implementing Customer Experience at the Department of Agriculture | 10 janv. 2022 | 00:53:07 | |
In this episode of The CX Tipping Point Podcast, Martha Dorris talked with Simchah Suveyke-Bogin, the Chief Customer Experience Officer at the US Department of Agriculture. Simchah describes how leveraging the principles of CX increases trust in USDA’s products and services and in the government. While Section 280 of OMB Circular A-11 provides a methodology for measuring trust, she will be thinking about how to baseline trust in the most used USDA’s services and working to move the needle on trust. One approach is by better understanding your users through human centered design (HCD). HCD improves the success in creating trusted, seamless and efficient services. Customer experience encourages you to bring together people from all disciplines, from user experience to product designers to information technologist while focusing on the customer. As a Chief Customer Experience Officer, Simchah’s role is to ignite change in service delivery across the agency. USDA has more high impact services than any other department with over 100k employees and offices across the country and around the world. This is not a small job. They continuously listen to their customers, measure improvements in service delivery, leverage data and engage with the public in smart ways. In addition, identifying priority life experiences where the public may need services from multiple agencies or across the agency will improve the public’s overall experience with government. Learn about these areas and more in this podcast with Simchah Suveyke-Bogin, the USDA Chief Customer Experience Officer. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 13 - Reflections on GovCX in 2021 | 13 déc. 2021 | 01:22:55 | |
Welcome to the 13th episode of The CX Tipping Point Podcast! In this episode, Martha Dorris and a panel of customer experience (CX) experts consisting of former government and industry officials, discussed the progress the federal government has made over the past year and a half in delivering services to the public and their employees. We are at a perfect storm for transforming government services - the drive for digital services to meet the expectations of the public, resources provided through The American Recovery Act to the Technology Modernization Fund (TMF), and the Presidential priorities, specifically COVID-19 and Advancing Diversity, Equity, Inclusion and Accessibility (DEIA). With the Federal CIOs priorities including cybersecurity, modernizing information technology and delivering a good customer experience, there is also support from the Office of Management and Budget and the CIO community. The panel of CX experts discussed the importance of Section 280, of OMB Circular A-11, Managing Customer Experience and Improving Service Delivery, and how the nuances and relevance of recent updates have impacted CX across the federal government and the high impact service providers (HISPs). Customers of government services include individuals, businesses, the public, other government agencies, employees or public servants, and citizens. The CX panel highlighted the importance of employee experience and engagement to an agency’s CX strategy. In this conversation, the panel leaned into the discussion about the challenges or barriers to adoption of CX practices and strategies and made recommendations for a path forward.
Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 12 - Scott Weiss: Perspectives of GovCX & Innovation from a Former White House Presidential Innovation Fellow | 08 nov. 2021 | 00:50:34 | |
In this episode of “The CX Tipping Point Podcast,” Martha Dorris speaks with Scott Weiss, formerly a White House Presidential Innovation Fellow and IDEO alum with an expertise in human centered design and organizational strategy. As a PIF, Scott worked with federal agencies to strengthen their human centered design, customer experience and innovation capacity and capabilities. Scott begins by describing the purpose of the PIF program and its codification in law to create a more modern and innovative government. Scott leveraged his passion for design and the intersection of social impact to work with many federal agencies and efforts to create measurable outcomes to underserved communities. Learn about how the PIF program supports the improvement of government services. Scott was able to use his expertise with the Department of Veterans Affairs, support the development of a framework to mature the CX capabilities of the High Impact Service Providers (HISPs), to work with the Office of Management and Budget (OMB) and the Domestic Policy Council to help operationalize the Executive Order on “Advancing Racial Equity and Supporting Underserved Communities,” helping to mature the service capabilities within GSA’s Technology Transformation Services, and with the Department of Homeland Security’s Cybersecurity Infrastructure and Security Agency (CISA). Learn from Scott’s experience in government implementing innovation and improving trust in government. As well as his insights based on his expertise, experience in the private sector and ability to influence government at the highest levels. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 11 - Barbara Morton: CX Lessons Learned from the VA’s Veterans Experience Office | 11 oct. 2021 | 00:46:35 | |
In this episode of The CX Tipping Point™ Podcast, Martha Dorris spoke with Barbara Morton, the Deputy Chief Veteran Experience Officer at the Department of Veterans Affairs (VA). Barbara C. Morton has served as the Deputy Chief Veteran Experience Officer at the VA since July 2016 after serving in the VA Board of Veterans’ Appeals. Learn how she is building a lasting customer experience capability at the VA and sharing best practices across other federal agencies. Barbara’s passion and persistence for driving customer experience as a core business discipline at VA began earlier in her career at VA while serving Veterans, their families, care givers and survivors at the Board of Veterans’ Appeals. She experienced first-hand the opportunity VA public servants have to make the often-times difficult or confusing interactions with VA more positive for Veterans and their supporters. Years later, when the opportunity arose to serve the cause of improving the experience for Veterans and their supporters in the newly created VEO, she took it. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 10 - Robert Shea: Insights on the Importance of Customer Experience from a Senior Executive | 13 sept. 2021 | 00:37:12 | |
In this episode of The CX Tipping Point Podcast, Martha Dorris chats with Robert Shea, National Managing Principal at Grant Thornton, formerly at the Office of Management and Budget. Robert provides his advice and recommendations from his many years as an executive in both government and industry. He provides insights to both political appointees and career public servants on how to effectively work together to achieve a common mission. Robert talks about how as much has changed, much has stayed the same in terms of assessing progress and improvements to major programs. His insights are important to understand how executives perceive and understand customer experience and the importance of customer experience to improving employee engagement and improving trust in government. Robert’s expertise in oversight of major government programs and using data to understand and improve programs makes his insights particularly valuable. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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| EP 9 - Jon Kraden: Do Customer Experience and Cybersecurity Go Together? | 09 août 2021 | 00:43:10 | |
In this episode of The CX Tipping Point™ Podcast, Martha Dorris talked to the Customer Experience Branch Chief at the Cybersecurity Infrastructure Security Agency (CISA), Jon Kraden. Jon shared his personal journey to understanding the importance of customer experience. After working on the Hill and at the US General Services Administration and the Department of Homeland Security (DHS)/CISA, he believes that customer experience (CX) is about "how to make the government work better" for the American people, other agencies, employees and more. Learn from Jon the importance of CX to national security. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected:
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